Customer Service Manager (w E-Commerce/Digital Marketing exp)

A key focus of this role will be driving operational efficiency, preparing for future growth, and using data to continuously improve processes. The Customer Service Manager will also play a leadership role in fostering a positive, collaborative team culture, ensuring high engagement and professional development within the remote team.

The main responsibilities of a Customer Service Manager include:1. Customer Service Team Management

• Supervise and lead the customer service team to achieve performance targets and deliver exceptional customer experiences.
• Collaborate with KMC to hire, onboard, and train new customer service representatives in anticipation of growth in January 2024.
• Cross-train team members to effectively handle diverse customer inquiries across multiple brands and platforms.
• Equip customer service reps with the necessary tools and knowledge to perform their roles efficiently.

2. Shopify and Consumer Packaged Goods Expertise

• Utilize your expertise in Shopify and consumer packaged goods (CPG) to assist the team with order inquiries, fulfillment, and customer requests.
• Optimize customer service processes within Shopify to ensure smooth and efficient interactions.

3. Operational Efficiency & Automation

• Drive operational efficiency by implementing AI-driven automation tools to reduce repetitive tasks and enhance overall productivity.
• Continuously assess customer service operations and implement improvements to maximize resource efficiency.
• Ensure team members effectively utilize automation tools and stay informed on best practices.

4. Quality Assurance Oversight

• Monitor the quality of customer interactions to uphold high standards across all channels, including calls, chats, and emails.
• Provide constructive feedback and coaching based on quality assurance assessments to enhance service delivery.

5. Social Media and Community Engagement

• Oversee customer service representatives managing social media communities, online reviews, and customer inquiries.
• Ensure timely and professional engagement with customers on social media and review platforms to uphold and enhance the company’s reputation.

6. Scalability & Growth Preparation

• Develop scalable customer service processes to accommodate future growth while maintaining operational efficiency.
• Prepare systems for seamless onboarding and integration of new customer service representatives as the team expands.

7. Data-Driven Insights

• Utilize data and analytics to monitor customer service performance, identify trends, and pinpoint areas for improvement.
• Provide regular reports to leadership on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, along with actionable recommendations.

8. Leadership & Team Culture

• Foster a positive, inclusive, and collaborative team culture, ensuring the remote customer service team feels supported and motivated.
• Encourage open communication, regular feedback, and continuous learning to maintain high levels of team morale and performance.

Qualifications:

- Experience in customer journey mapping and customer experience management.

- Strong understanding of customer behavior analytics.

- Familiarity with tools like Hotjar, Klaviyo, and Postscript.