Job Description

About the Role
We are looking for a highly organized and proactive Customer Service Manager to oversee our customer support operations and ensure an exceptional experience for our customers. The ideal candidate will lead a customer service team, streamline support processes, and handle escalations while maintaining high standards of service.

Key Responsibilities

• Manage and oversee the daily operations of the customer service team.
• Train, mentor, and motivate customer service representatives to achieve performance goals.
• Monitor and analyze customer inquiries across multiple platforms (email, chat, phone, and e-commerce platforms).
• Handle escalated customer issues and ensure timely resolutions.
• Develop and implement policies, procedures, and best practices for improved customer satisfaction.
• Work closely with other departments (sales, operations, finance, logistics) to resolve issues and streamline communication.
• Track and report customer service metrics, providing insights to improve overall performance.
• Maintain a customer-first approach while balancing company goals.

Required Skills & Qualifications

• Proven experience as a Customer Service Manager, Team Lead, or similar role.
• Strong leadership and team management skills.
• Excellent communication, conflict resolution, and problem-solving abilities.
• Proficiency with HubSpot, Sellercloud, ShipStation, Flexport, BigCommerce, and Excel.
• Experience managing customer service in an e-commerce environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong attention to detail and a proactive mindset.

If you are passionate about leading teams, improving customer experiences, and building efficient support systems, we’d love to hear from you. Apply today and join a company that values professionalism, teamwork, and delivering exceptional service.

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