E-commerce Customer Service Manager

hace 8 meses

Bogota, Colombia TLNT A tiempo completo

A leading and a rapidly expanding direct-to-consumer e-commerce brand and provider of premium firearm holsters and accessories, is on the lookout for a seasoned **E-commerce Customer Service Manager** to lead their customer service team and ensure that every interaction with the brand exceeds expectations. As the **E-commerce Customer Service Manager, **you will support their expansion by managing and leading a team of up to 20 customer service agents. This individual will be responsible for improving operating processes, ensuring customer satisfaction, and maintaining the highest level of service quality. If you're passionate about delivering top-notch customer service, thrive in a fast-paced environment, and have a track record of leading high-performing teams, we invite you to join.This is an incredible remote opportunity to work for a US-based company.

What You'll Do
- Lead, manage, and develop a team of up to 20 customer service agents, ensuring high performance, motivation, and exceptional service delivery.
- Implement effective customer service procedures, policies, and standards to support scalable growth.
- Analyze customer service metrics (e.g., response times, customer satisfaction scores) to identify areas for improvement and implement strategies to enhance service quality and efficiency.
- Collaborate with cross-functional teams (e.g., Sales, Marketing, Operations) to improve customer experience across all touchpoints.
- Manage and improve customer service platforms and tools (especially Gorgias), ensuring agents have the resources to provide top-tier support, and where possible, automation is used to minimize the need for agents.
- Develop and maintain a deep understanding of products, services, and customer needs to offer strategic guidance to the team.
- Handle complex customer complaints or inquiries, providing solutions that align with company policies while ensuring customer satisfaction.
- Foster a culture of continuous improvement by encouraging innovation, professional growth, and feedback among team members.
- Prepare and present regular reports on team performance, customer feedback, and service improvements to senior management.

What You Need
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role in an e-commerce or direct-to-consumer environment.
- Proven ability to lead and manage a team in a fast-paced, dynamic setting.
- Experience in Shopify and Gorgias.
- Strong understanding of customer service software, databases, and tools.
- Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse individuals and teams.
- Analytical thinker with a proven track record of improving customer service processes and outcomes.
- Commitment to providing high-quality service and promoting customer satisfaction.
- Flexible and adaptable, able to manage multiple priorities and navigate change effectively.

Salary & Benefits
- Competitive Salary
- This is a full-time (40 hours per week), long-term position.
- The position is immediately available and requires entering into an independent contractor agreement with TLNT.
- Work from home.
- Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - PST.
- Additional perks and benefits.

Tipo de puesto: Tiempo completo

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