Customer Service Manager

Head of Customer Service – Baby Brand
Are you passionate about helping new parents on their feeding journey? Do you have experience managing customer service for an e-commerce brand? If so, we’d love to hear from you!

We’re an innovative Australian company dedicated to creating products that support new parents in providing the best for their babies. From feeding essentials to smart solutions for everyday parenting challenges, we’re committed to helping families enjoy a smoother and more rewarding feeding journey.

We’re looking for an experienced and dedicated Customer Service Manager to join our team. This role is pivotal in ensuring that our customers receive unparalleled support as they navigate their parenting experience. With cutting-edge AI tools like ChatGPT and Gorgias AI at your fingertips, you’ll have everything you need to deliver fast, efficient, and thoughtful solutions.

What You’ll Do
Customer Support Excellence
Assist Customers: Provide exceptional support via live chat, email, and phone, with a focus on live chat as a primary channel for guiding customers to the best product choices.
Resolve Tickets Quickly: Take ownership of customer inquiries and ensure all are resolved within one working day with professionalism and care.
Craft Messages with AI: Use AI tools like ChatGPT and Gorgias AI to draft professional and empathetic responses for customer inquiries.
Engage with Parents: Build trust with customers by demonstrating empathy and strong knowledge of our products.
Operations and Order Management
Process Orders: Submit all orders to the warehouse before 12 pm EAST to maintain smooth operations.
Learn Systems: Gain a deep understanding of our Shopify store and inventory systems, updating orders and listings as necessary.
Product Feedback and Reporting
Track Product Issues: Log and monitor product issues in a shared spreadsheet, ensuring updates are accurately recorded.
Monthly Reporting: Summarize recurring customer concerns and share a monthly report with the team to inform product improvements.
Team Coordination and Daily Updates
Daily Check-ins: Share key updates at the start and end of each day to keep the team aligned.
Schedule Management: Plan your schedule and coordinate team coverage for peak times, such as Monday mornings.
Professional Growth and Extra Projects
Skill Development: Be open to learning new tools and processes, such as updating Shopify listings or using AI tools.
Take Initiative: During downtime, identify opportunities to contribute to projects that enhance your skills and benefit the brand.
What We’re Looking For
Experience: Proven track record managing customer service for Shopify stores, ideally with Gorgias.
Skills:
Excellent written communication and language skills.
Confidence in handling phone inquiries with professionalism.
Ability to quickly learn and master our product range and systems.
Skilled at guiding customers via live chat to select the right products based on their needs.
Tech-Savvy: Comfort using AI tools and adapting to new technologies to improve efficiency.
Organized: Strong ability to prioritize tasks and meet deadlines in a fast-paced environment.
Collaborative: A team player who communicates effectively and values feedback.
Why Join Us?
Join an innovative Australian company committed to supporting new parents.
Make a meaningful impact by helping families have a better feeding journey.
Work with cutting-edge AI tools to enhance your efficiency and skills.
Join a supportive team passionate about innovation and customer satisfaction.
Opportunities to grow within the company and take on exciting new challenges.
Details
Hours: Minimum of 37 hours per week, with flexibility to adjust during peak periods.
Location: Remote or in-office, depending on your preference and location.
Ready to make a difference? Apply now and join us in shaping a better feeding journey for parents everywhere!