Customer Support Manager | Shopify

Hi! Our thriving Shopify brand specializing in the Print-on-demand Jewelry niche seeks a top-tier Customer Service Manager.

Main Responsibilities:
- Oversee Daily Operations: Manage and coordinate the Customer Support Team's daily activities.
- SOP Management: Develop and update Standard Operating Procedures to streamline processes.
- KPI Monitoring: Monitor and analyze Customer Service Team Key Performance Indicators to detect potential issues.
- Individual Performance Tracking: Regularly review and update individual CS team members' KPI reports and productivity.
- Quality Assurance: Conduct random ticket audits to ensure service quality and adherence to standards.
- Fulfilment Management: Monitor and ensure timely order fulfillment within expected time frames using Shopify and Parcel Panel.
- Tier 2 Support Oversight: Supervise Tier 2 support performance and ensure efficiency.
- Dispute Resolution: Monitor responsiveness and resolution of disputes, ensuring timely and satisfactory outcomes.
- Trustpilot Reviews: Address Trustpilot reviews promptly and effectively.
- Team Engagement: Foster daily engagement within the team to maintain morale and productivity.
- Performance Reviews: Conduct bi-weekly performance reviews and coaching sessions with Customer Service Agents.
- Training: Prepare and deliver necessary upskill training sessions for team members.

Preferred Tools Proficiency:
- Google Workspace tools especially Google Sheets (ability to work on existing and create new dashboards to simplify and analyze data)
- ReAmaze/Giorgias
- Trello/Clickup
- Discord for communication
- Shopify
- Customizing Inbox App
- Parcel Panel App in Shopify
- Payment processors: Klarna, Paypal and Stripe
- Trustpilot

Requirements:
- Proven experience in a managerial role within the Shopify Customer Service field *REQUIRED*
- Excellent communication and interpersonal skills.
- Strong organizational and analytical abilities.
- Proficiency in the mentioned tools and platforms.
- Ability to multitask and work effectively under pressure.
- Leadership qualities with a focus on team development and performance improvement.


If you think this is you, please submit your cover letter and a link to your updated resume showcasing your experience as a Shopify CS Manager (make sure that the resume is accessible).

**PLEASE DO NOT APPLY IF YOU DO NOT HAVE PROVEN EXPERIENCE AS A SHOPIFY CUSTOMER SUPPORT MANAGER**

HIRING PROCESS: Application >> Initial interview >> Final interview (with CEO) >> Background Check >> Onboarding

Regards,
Customlove HR manager