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Ecommerce Customer Service Leader

2 months ago

Washington, Pennsylvania, United States MoreCommerce Full time

Position Overview: As the Ecommerce Customer Service Leader at MoreCommerce, you will play a pivotal role in enhancing our customer experience. Your primary responsibilities will include leading our customer support team, which consists of remote agents focused on email communication, managing operational tasks related to our third-party distribution partnerships, and serving as the key advocate for our customers in product development and strategic decisions.

About MoreCommerce: We are a dynamic startup dedicated to empowering entrepreneurs by providing seamless access to leading ecommerce platforms and a vast network of potential customers. Our mission is driven by the belief that innovative technology can transform global commerce, enabling small business owners to realize their aspirations.

Key Responsibilities:

  • Lead a remote team of 10-20 customer support representatives.
  • Establish customer service objectives for team members and support them in achieving these targets.
  • Manage customer service workflows to ensure compliance with service level agreements across all sales channels.
  • Investigate and escalate recurring issues as necessary.
  • Identify and implement effective process improvements or technological solutions to enhance service delivery.
  • Address escalated customer cases, particularly those involving dissatisfied customers or complex technical issues.
  • Oversee essential manual processes to ensure order updates are accurately communicated between our systems and the supported sales channels.
  • Research and contest refunds and penalties imposed by third-party distribution channels when warranted.
  • Engage with customer feedback on review platforms and social media.
  • Act as the voice of the customer in cross-departmental discussions.

Desired Skills:

  • Exceptional interpersonal skills.
  • Strong verbal and written communication abilities.
  • A proactive approach and a commitment to customer satisfaction.
  • Ability to take initiative and complete tasks independently.
  • Resilience in high-pressure situations, maintaining a solutions-oriented mindset.
  • Proficient in troubleshooting web-based applications and documenting technical challenges.
  • Skilled in reconciling financial records and making precise adjustments.
  • Capable of calmly assisting our most challenging customers.
  • Advanced computer skills, including proficiency in Gmail, Google Sheets, Excel, Domo, and CRM tools like Zendesk.

Qualifications:

  • Bachelor's degree preferred.
  • Experience in customer service management or supervisory roles.
  • Background in handling high volumes of email or text-based communications.
  • Experience in ecommerce is highly desirable, with familiarity in major marketplaces such as Amazon, eBay, and Walmart being a plus.
  • Retail experience is advantageous.