Ecommerce Customer Service Manager

About the role

A growing ecommerce business is looking for an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership and helpdesk operations.

Key responsibilities

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

Required profile

• 5+ years of experience in an ecommerce CX role; management experience preferred
• 3+ years of experience with Gorgias for helpdesk management (or a similar tool)
• Experience working with a subscription-based business
• Strong verbal and written English (C-level)
• Ability to work full-time EST

Required skills

• Intermediate Google Sheets / Excel for basic reporting
• Familiarity with Slack and Zoom
• Nice to have: background in the supplements vertical, 1+ years with Monday or a similar project management tool