E-commerce Customer Service Leader

Addison Group; Oklahoma City (OK); On-site; USD 70,000 - 90,000; Full time

Job summary

Addison Group is seeking an experienced Customer Service Manager to lead a high-performing CS team for a direct-to-consumer e-commerce business. You will oversee orders, shipping, returns, refunds, and recurring orders, driving customer satisfaction and retention across multiple channels.

The ideal candidate has 5+ years in customer service with 2–3+ years in supervision, strong communication, and a track record of improving KPIs.

Qualifications

• 5+ years in customer service.
• 2–3+ years supervisory/management experience.
• Experience leading, coaching, and developing customer service employees.
• Strong problem-solving and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM, customer service, order management, or help-desk software.
• Experience managing subscriptions or recurring orders is a plus.

Responsibilities

• Lead, coach, and develop a customer service team while maintaining high standards for service quality, responsiveness, and professionalism.
• Manage day-to-day customer service operations, including workload distribution, scheduling, escalations, and team performance.
• Establish and monitor customer service goals, KPIs, and performance expectations.
• Handle escalated customer issues and provide appropriate resolutions while protecting the customer relationship and company interests.
• Oversee customer inquiries related to orders, shipping, delivery issues, returns, exchanges, refunds, product questions, payments, and recurring orders.
• Monitor customer interactions to ensure consistent, accurate, and professional communication.
• Identify trends in customer inquiries and complaints and work with other departments to address recurring issues.
• Partner with e-commerce, operations, warehouse, fulfillment, sales, and other internal teams to resolve customer issues efficiently.
• Help develop and improve customer service policies, procedures, workflows, and processes.
• Identify opportunities to improve response times, customer satisfaction, retention, and overall customer experience.
• Assist with managing customer service across multiple sales channels, including the company website and third-party marketplaces.
• Ensure customer orders and issues are appropriately documented and followed through to resolution.
• Analyze customer service data and reporting to identify opportunities for improvement.
• Train new employees and provide ongoing coaching, feedback, and performance development for the customer service team.
• Assist with staffing and resource planning to ensure adequate customer service coverage during peak periods.
• Help maintain a customer-focused culture throughout the organization.
• Stay current on e-commerce customer service practices, technologies, and trends.

Skills

Customer service leadership

Team coaching

Conflict resolution

Communication

Organizational skills

Multi-tasking

CRM familiarity

Analytical skills

Tools

Shopify

Zendesk

Gorgias

Amazon Seller Central

Job description

Addison Group is seeking an experienced Customer Service Manager to lead a high-performing CS team for a direct-to-consumer e-commerce business. You will oversee orders, shipping, returns, refunds, and recurring orders, driving customer satisfaction and retention across multiple channels.

The ideal candidate has 5+ years in customer service with 2–3+ years in supervision, strong communication, and a track record of improving KPIs.