Customer Service Manager - E-commerce - Dropshipping

Dear,

We are a e-commerce business in the fashion niche selling in various international markets on Shopify platform. We are searching for a Customer Service Manager to lead our Customer Service team with dedication, professionalism, and a drive for excellence. This is a long-term opportunity with room for growth for candidates who demonstrate exceptional leadership and a passion for delivering outstanding customer experiences. If this sounds like you, start your application with the word pineapple to show attention to detail.

Key Role:
As a Customer Service Manager, you will oversee and enhance our customer support operations, ensuring the team delivers consistent, high-quality service. You'll play a critical role in shaping our processes, mentoring the team, and representing the company as a leader in customer satisfaction.

Responsibilities:
- Team Leadership: Supervise, mentor, and support the customer service team to ensure they excel in their roles.
- Process Optimization: Develop, refine, and document standard operating procedures (SOPs) for efficient and effective service delivery.
- Customer Escalations: Handle complex customer issues and escalations, providing resolution while maintaining a positive customer relationship.
- Performance Monitoring: Track and analyze team performance metrics (response times, tickets handled) and provide actionable feedback.
- Training and Development: Organize and lead training sessions to upskill the team, ensuring they are well-versed in tools, processes, and customer interactions.
- Reporting: Prepare daily, weekly and monthly reports on team performance, customer feedback, and key challenges.
- Process Ownership: Implement improvements to reduce complaints, enhance response times, and improve overall customer satisfaction.

Requirements:
- Proven experience in leading a Customer Support team (minimum 3 years in a leadership role).
- Proficient in: Re:amaze (Must!) and Shopify
- Fluent English: Exceptional written and verbal communication skills.
- Strong organizational and problem-solving skills with attention to detail.
- Experience in creating and improving support processes and documentation.
- Availability for weekly team calls and flexibility to work as needed.
- Passion for mentoring and growing team members.

We Provide:
- Comprehensive video training and SOPs.
- Access to company tools and resources to excel in your role.

Candidates must not currently work another full-time job to ensure focus and dedication. If you’re passionate about leading teams, improving customer experiences, and contributing to a growing company, we’d love to hear from you!

Looking forward to your proposal,

Tess