Remote E-Commerce Customer Service Manager

Summary

Join a dynamic company in the fitness and lifestyle apparel industry as a Customer Service Manager, responsible for delivering exceptional support and fostering strong relationships with customers.

Requirements

• Proactive mentality
• Self-responsible and able to 'own' the CX division
• 3 - 5 years of experience in customer service, with experience in a managerial role in an e-commerce or direct-to-consumer environment
• Proven ability to lead and manage a team in a fast-paced, dynamic setting
• Strong understanding of customer service software, databases, and tools, e.g. Shopify, Redo, Zendesk, and Shiphero
• Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse individuals and teams
• Analytical thinker with a proven track record of improving customer service processes and outcomes
• Commitment to providing high-quality service and promoting customer satisfaction
• Flexible and adaptable, able to manage multiple priorities and navigate change effectively

Responsibilities

• Address customer inquiries and resolve issues via email and chat using Zendesk and our website’s chat functionalities
• Provide exceptional support to our Elite Membership clients, ensuring their unique needs are addressed promptly and professionally
• Communicate directly with the warehouse team to address and resolve order issues, such as out-of-stock products, changes to orders, and product-related concerns
• Oversee and manage the order fulfillment process to ensure timely and accurate deliveries while minimizing order delays
• Continuously evaluate and enhance ticketing and chat systems to improve service quality and operational efficiency
• Implement best practices and solutions to streamline workflows and enhance the overall customer service experience
• Implement SOPs for role development and potential additional service support as the role expands
• Become proficient in and develop various software platforms, including Shopify, Redo, Zendesk, and Shiphero, and explore an AI chat solution to replace the current live chat service on the website
• Troubleshoot and resolve any issues with these tools to maintain efficient and effective customer service operations

Benefits

• Competitive Salary
• Work from home