Ecommerce Customer Service Manager

Talent Hackers, LLC; USA; Remote; USD 70.000 - 110.000; Vollzeit

Zusammenfassung

Talent Hackers, LLC is seeking an experienced Ecommerce Customer Service Manager to lead a team of seven representatives for a growing ecommerce business. The ideal candidate has strong CX management experience, subscription-based operations, and hands-on leadership.

You will oversee daily operations, monitor channels, and develop SOPs and training to boost response times and customer satisfaction. This full-time EST role requires excellent English, proficiency with tools like Gorgias, and a

Qualifikationen

• 5+ years in an ecommerce CX role with management experience.
• 3+ years using Gorgias for helpdesk management.
• Experience with subscription-based businesses and strong English communication.

Aufgaben

• Monitor inbox to assist customers and elevate issues.
• Act as escalation point for difficult CX scenarios.
• Lead daily/weekly standups with CX team.
• Manage and monitor a team of 7 staff.
• Deliver ongoing ad-hoc training for the team.
• Produce daily, weekly, and monthly CX reports.
• Assist with troubleshooting account-related issues.
• Identify negative reviews and escalate to brand management.
• Develop SOPs and FAQs for faster responses.
• Support other ecommerce-related tasks as needed.

Kenntnisse

CX management

Team leadership

English communication

Reporting & analytics

Full-time EST availability

Tools

Gorgias

Google Sheets

Slack

Zoom

Jobbeschreibung

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.

Core Tasks :

• Monitor the inbox to assist customers, answer questions, and elevate issues when needed
• Act as a point of escalation for difficult customer support scenarios
• Hold daily/weekly standups with the 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 troubleshooting issues with account support
• Proactively look for negative reviews and elevate 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 of 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 a 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 in the supplements vertical (or similar)
• 1+ years’ experience with Monday (or similar PM tool)