Ecommerce Customer Service Manager

About the Role : We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership, and helpdesk operations. ​​ Core Tasks : • Monitor the inbox to assist customers, answer questions, and escalate issues when needed • Act as a point of escalation for difficult customer support scenarios • Hold daily/weekly standups with the CX team to review blockers, wins, new info, etc • Manage and monitor a team of 7 customer service staff • Produce and deliver ongoing, ad-hoc training for the team as needed • Produce daily, weekly, and monthly customer service reports • Assist the team with troubleshooting issues with account support • Proactively look for negative reviews and escalate to brand management • Build out role-related SOPs and FAQs for faster and more accurate team responses • Assist with other tactical ecommerce-related tasks as needed Must - Haves : • 5+ years of experience in an ecommerce CX role (management experience preferred) • 3+ years' experience with Gorgias for helpdesk management (or similar tool) • Hands-on experience working with a subscription-based business • Strong (C-level) verbal and written English communication skills • Intermediate skills with Google Sheets/ Excel for basic reporting • Familiarity with Slack and Zoom for internal team coordination/communication • Ability to work full-time EST Nice - to - Haves : • Background in the supplements vertical (or similar) • 1+ years' experience with Monday (or similar PM tool) Originally posted on Himalayas