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Customer Support Manager

1 month ago

Derry, United States 24 Seven Talent Full time

Customer Support Manager:


Key Responsibilities:

  • Supervise the customer service department’s day-to-day functions (both on-shore and off-shore) to ensure proper customer service is being delivered - provide training, support, quality assurance, escalation support, overall coaching, and administration
  • Investigate and solve escalated customer support complaints in a timely manner
  • Monitor the daily activities of customer service operations to ensure that all tickets (phone, email, chat), social messages/comments (Facebook, Instagram, YouTube), and customer reviews/questions are responded to in a timely manner and in a quality fashion.
  • Improve and develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Implement customer support processes to enhance customer satisfaction (NPS scoring, etc.)
  • Oversee and assess customer service staff activities, and provide them with regular performance-related feedback
  • Ensure that customer returns or replacements are processed in a timely manner
  • Ensure order fulfillment through Shopify/Shippo within the expected shipping time
  • Inform the team of all new information related to products, procedures, and trends
  • Assess support statistics and prepare detailed reports on the findings
  • Hire and train new customer service agents
  • Achieve best-in-class rates for returns, cancellations, complaints and other key metrics.
  • Educate the customer to sell products and services
  • Stay informed on the latest industry techniques and methods
  • Work with marketing team to fulfill orders and shipments
  • Support marketing team as needed
  • Perform additional duties as needed to support the company


Requirements:

  • Bachelor’s degree in business administration or relevant field/experience
  • experience in a similar position
  • Proficiency in customer service systems (such as Gorgias, Zendesk, etc.) and e-commerce (Shopify) software
  • Excellent analytical skills, with the ability to interpret data and insights to inform decision-making
  • Experience in management reporting using advance excel functions and Google Sheets
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques
  • Excellent leadership and interpersonal skills
  • Affinity for multitasking with precision and attention to detail
  • Native or Fluent English Speaker
  • Proficiency in social media management
  • Must type over 40 wpm, attention to detail and accuracy.
  • Must be able to work in a fast paced, small, entrepreneurial environment with an emphasis on collective, collaborative teamwork.


Report Relationship:

  • Will report to President