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Customer Support Manager
1 month ago
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