Customer Care Manager - eCommerce
TapTalent.ai
Date: 7 hours ago
City: Remote
Contract type: Full time
Remote
We're Hiring: Customer Care Manager - eCommerce!
Responsibilities Include (but Are Not Limited To)
Responsibilities Include (but Are Not Limited To)
- Lead the Customer Care team with generosity, bravery, accountability, and transparency.
- Serve customers with kindness, empathy, and compassion.
- Leverage data insights to improve customer experiences and identify new opportunities.
- Monitor performance using KPIs and CSATs, ensuring the team meets or exceeds targets.
- Manage the helpdesk and collaborate with the Customer Care Director to enhance efficiency, automation, and scalability.
- Supervise, train, and coach up to 10 Customer Care Agents
- Drive processes to completion, document updates, and train the team on new procedures.
- Foster a positive, supportive team culture through recognition and open communication.
- Maintain Company knowledge base for agents and customers.
- Handle chargebacks promptly.
- Assist with reporting and data collection.
- Deep understanding of DTC eCommerce processes
- 3+ years of Customer Care Team Leadership Experience in a remote environment
- 3+ years of experience using Shopify or similar platform
- 3+ years of technical experience with eCommerce Customer Care (Shopify, Gorgias, Loop, Netsuite or similar tools).
- Experience with Amazon, Mirakl, and other third-party retailers/retail platforms is a plus.
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