Ecommerce Customer Service Manager

About the Role : We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership, and helpdesk operations.

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Core Tasks :

• Monitor inbox to assist customers, answer questions, and escalate issues when needed
• Act as a point of escalation to difficult customer support scenarios
• Hold daily / weekly standups with CX team to review blockers, wins, new info, etc
• Manage and monitor a team of 7 customer service staff
• Produce and deliver ongoing, ad-hoc training for the team as needed
• Produce daily, weekly and monthly customer service reports
• Assist the team with troubleshoot issues with account support
• Proactively look for negative reviews and escalate to brand management
• Build out role-related SOPs and FAQs for faster and more accurate team responses
• Assist with other tactical ecommerce-related tasks as needed

Must - Haves :

• 5+ years experience in an ecommerce CX role (management experience preferred)
• 3+ years experience with Gorgias for helpdesk management (or similar tool)
• Hands on experience working with subscription-based business
• Strong (C-level) verbal and written English communication skills
• Intermediate skills with Google Sheets/ Excel for basic reporting
• Familiarity with slack and Zoom for internal team coordination / communication
• Ability to work full-time EST

Nice - to - Haves :

• Background with the supplements vertical (or similar)
• 1+ years experience with Monday (or similar PM tool)