Melinda Maria is seeking a full-time Customer Service Manager to join our customer service team. The ideal candidate has experience in Ecommerce Customer Service in both a lead/manager as well as hands on role and is passionate about representing a brand and leading a team of proactive customer service representatives.
Responsibilities:
- Manage the customer service team, providing training, coaching, and performance feedback to ensure high-quality service.
- Be a hands on agent, handling customer tickets and calls when not engaged in lead responsibilities.
- Develop a feedback loop with departments like Product Development, Operations, Marketing, and Digital to share actionable customer insights.
- Work with CS Coordinator to monitor team performance, analyze data, and implement strategies to improve service quality.
- Handle escalated customer inquiries or complaints, ensuring timely and effective resolution.
- Develop and implement customer service policies to standardize processes and enhance the customer experience.
- Collaborate with other departments to resolve customer issues and improve overall customer satisfaction.
- Ensure the customer service team has the tools, resources, and information needed to effectively assist customers.
- Along with senior managers, provide regular feedback to reps, conduct performance evaluations, and manage team schedules.
- Participate in the recruitment and hiring process for new customer service team members.
- Stay informed on product launches, company policies, and industry trends to provide accurate information.
- Foster a positive work environment to maintain high team morale and motivation.
Experience:
- 2+ years in Lead or Manager Role in Ecommerce Customer Service
- Must have experience with Shopify and Gorgias
- Experience working with a D2C Fashion or Accessories brand a plus
Compensation & Benefits:
- $25-28/hr DOE
- Vacation Days
- Sick Days
- Health, Dental, Vision Benefits
- 401k
- Product Allowance
- Hybrid Work (part time remote)
