Customer Service Manager

Do you have a passion for Customer Service, thrive in an e-commerce environment, have a knack for leadership, and want to join a team that is growing then this role is perfect for you!

Experience:
2+ years in a leadership role in customer support, ideally in an e-commerce business
Experience with Shopify, Zendesk, Freshdesk, Reamaze, or Gorgias is preferred

Skills:
Customer service expertise and problem-solving skills
Leadership and team management, including remote team building
Knowledge of e-commerce customer support software
Proficiency in analyzing key metrics (e.g., resolution time, CSAT) and generating reports
Fluent in English Communication

Responsibilities:
Customer Delight: Ensure customers are thrilled with our service.
Team Management: Conduct audits, manage team communications, and ensure KPIs are met.
Goal Setting & KPI Tracking: Establish clear goals for the team aligned with our vision.
Customer Support Tasks: Handle emails, social media comments, and manage dispute responses.
Budget Management: Manage resources to deliver excellent service within budget.
Process Improvement: Improving key processes, including ticket management
Hiring and Training: Scale and reduce team size to meet seasonal demand.
Reporting: Generate reports on demand, dispute, and chargeback tracking.

What we Offer:
Work from Home
Competitive pay with bonus structure
Comprehensive Sick Leave
Flexible Hours
The chance to be part of a growing company

Join us in making a difference in the lives of our customers every day! If this role sounds like a perfect fit for you, please fill in these questions Upgrade to see actual info to help speed up the interview process as we are looking to hire ASAP