Customer Service Manager Ecommerce

Customer Service Manager, Ecommerce

POSITION OVERVIEW:  

The Customer Service Manager of Ecommerce will play a vital role in creating a best-in-class Customer Service department that creates long lasting relationship with our customers, who are at the core of everything we do. This position will oversee all aspects of Ecommerce Customer Service, ensuring a seamless and positive experience for our customers. This role requires a proactive leader who can build and refine customer service processes, implement best practices, and drive performance metrics to enhance customer satisfaction. The ideal candidate will have experience with customer service platforms such as Gorgias or Zendesk and familiarity with Aircall or similar call systems.

To note: This is a hybrid position located in Annapolis Junction, Maryland. Expectation for in-person office days Tuesday-Thursday weekly.

KEY RESPONSIBLITIES:

• Lead and manage the customer service team, providing training, guidance, and support to ensure excellence in service delivery. Ability to manage a 3rd party Customer Service platform i.e. TalentPop will be required.
• Develop, implement, and continually improve customer service processes and standard operating procedures (SOPs) to enhance efficiency and effectiveness.
• Monitor and analyze customer service KPIs, identifying trends and areas for improvement to ensure service levels meet company standards.
• Collaborate with cross-functional teams, including marketing and sales, to ensure alignment and support for customer service initiatives.
• Maintain knowledge of product offerings, policies, and procedures to provide accurate information to customers.
• Handle escalated customer inquiries and issues, resolving them promptly and effectively.
• Foster a customer-centric culture within the team, emphasizing the importance of exceptional service and customer satisfaction. 

QUALIFICATIONS:

• Strong organizational skills and time management skills
• Excellent communication skills, both written and verbal
• Proficiency in Customer Service Platforms (Gorgias, Zendesk, Aircall)
• Ability to manage multiple tasks and work collaboratively in a fast-paced environment
• A passion for Customer Engagement and product 

EDUCATION/EXPERIENCE:

• Bachelor’s degree in related field preferred 
• Previous experience working in or managing Customer Service for an Ecommerce business 
• Experience in the Handbag category a plus 

BENEFITS:

• Competitive compensation 
• Opportunity to learn and grow managerial skills within a fast paced growth environment 
• Collaborative & dynamic work environment 
• Unlimited PTO
• Paid maternity and paternity leave
• 35% employee discount anytime PLUS an annual birthday gift card!
• Medical, Dental, Vision, Healthcare Spending Account, Employer paid Life Insurance, 401k Retirement Plan, Profit Sharing and more!