E-Commerce Customer Service Manager
Salary undisclosed
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A boutique clothing store is seeking a highly skilled E-Commerce Customer Service Manager to lead and elevate their customer support operations. In this role, you will oversee a team of representatives, implement efficient processes, optimize order and returns management, and enhance customer satisfaction. You ll play a key role in building a seamless, high-quality shopping experience for their customers while managing escalations, improving response times, and maintaining their positive brand reputation.
They are looking for a self-starter with an entrepreneurial mindset someone who can take charge, drive improvements, and bring fresh ideas to the table.
E-Commerce Customer Service Manager Responsibilities
A boutique clothing store is seeking a highly skilled E-Commerce Customer Service Manager to lead and elevate their customer support operations. In this role, you will oversee a team of representatives, implement efficient processes, optimize order and returns management, and enhance customer satisfaction. You ll play a key role in building a seamless, high-quality shopping experience for their customers while managing escalations, improving response times, and maintaining their positive brand reputation.
They are looking for a self-starter with an entrepreneurial mindset someone who can take charge, drive improvements, and bring fresh ideas to the table.
E-Commerce Customer Service Manager Responsibilities
- Lead daily customer service operations, ensuring inquiries via email, chat, phone, and social media are handled efficiently and professionally
- Recruit, train, and manage a team of customer service representatives, ensuring consistency and excellence in customer interactions
- Work closely with the Operations Manager and Owner to manage order fulfillment, returns, exchanges, refunds, and shipping issues
- Develop strategies to improve the customer experience, including loyalty programs, proactive support, and streamlined processes
- Utilize Shopify to track customer orders, update policies, and troubleshoot technical issues
- Address and resolve customer complaints, ensuring a high level of service and problem resolution
- Establish and refine customer service policies, FAQs, and workflows to enhance efficiency and service quality
- Implement automated responses and self-service options to improve response times and reduce support volume
- Monitor and respond to customer feedback, reviews, and inquiries on social platforms to maintain a strong brand image
- Analyze customer service metrics and provide insights for improvement
- 5+ years of experience as a Customer Service Manager in an e-commerce environment
- Proven experience managing a team of 5+ customer service representatives
- Strong background in resolving customer complaints and escalations while maintaining a positive brand image
- Experience implementing new processes and systems to improve customer service efficiency
- Proficiency in Shopify
- ShipStation experience is a plus
- Experience with automated responses and self-service options for e-commerce websites
- Ability to analyze customer service metrics and drive continuous improvement
- Strong communication and leadership skills, with a hands-on approach to problem-solving
- Knowledge of SEO and social media management
- Competitive Salary and Quarterly Performance Bonuses
- Health Insurance Stipend
- Generous PTO
- Flexible, Remote Work Environment
- 30-50% off boutique clothing and accessories