We are looking for a dedicated and experienced Ecommerce Customer Service Manager to oversee and enhance our online customer service operations. This role is responsible for ensuring exceptional customer experiences, managing the customer service team, and implementing strategies to improve service efficiency and satisfaction.

The ideal candidate will have a strong background in ecommerce fulfillment, customer service management, and a passion for delivering outstanding support.

• Lead, execute within, and manage the ecommerce customer service team, including hiring, training, and performance evaluations.

• Develop and implement customer service policies and procedures to ensure consistent and high-quality support.

• Monitor and analyze customer service metrics to identify areas for improvement and implement solutions.

• Handle complex customer inquiries, complaints, and escalations to ensure timely and effective resolution.

• Collaborate with other departments, such as sales and logistics, to address customer issues and enhance the overall shopping experience.

• Stay updated on industry trends and best practices to continuously improve service delivery.

• Manage and optimize customer service tools and technologies to streamline processes and enhance efficiency, including but not limited to AI.

• Bachelor’s degree in Business, Management, or a related field.

• 5+ years of experience in customer service, with at least 2 years in a managerial role within ecommerce.

• Strong understanding of ecommerce platforms, CRM systems, and customer service best practices.

• Excellent leadership, communication, and problem-solving skills.

• Proven ability to analyze data, generate reports, and make data-driven decisions.

• Exceptional customer-centric attitude and commitment to delivering high-quality support.

Remote / United States