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Ecommerce Customer Service Manager

Full Time 4.00 - 10.00 USD Type: Hourly

Email Management General Manager

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About the company

We are a travel brand that started only in October and has quickly grown to 1.7m in sales just in December alone. Currently we are one of the fastest growing travel brand in the world that sells backpacks, duffel bags etc.. 

About the role

The purpose of this role is that every customer support rep is actually doing what they are supposed to be doing and that they hit the KPIs that we have set in place. 

 

Your responsibilities will be:

  • Quality check employees
  • Performance check employees
  • Connecting new mailboxes
  • Weekly calls with the CS team
  • Communicate with supplier to solve problems regarding customer support
  • Daily updates to the CEO
  • Check how it is going with our refunds and find ways to optimize it/reduce it
  • Check how many orders are getting cancelled and what we can to do optimize/reduce it and see if CS reps are doing this correctly
  • Train new CS reps if needed/Hire new CS reps
  • Create training and SOPs for the new reps
  • Optimize our email funnels that we use for customer service
  • Report improvements to the CEO
  • Create a work schedule for all the CS reps
  • Improve overall efficiency within the customer service department 
     

As you can see this is critical role, you have a lot of responsibilities. You have the power to hire and train people within our company and to optimize our systems and processes. 

About you

The ideal candidate should have the following criterias:

 

  • Experience managing a Customer Service team
  • Has experience with softwares like Reamaze/Gorgias/Zendesk
  • Is really good with sheets, specifically Google sheets etc..
  • Has attention to detail
  • Knows how to hire new talent and how to train them
  • Works organized and knows how to create systems and operations (for example a good training for new customer service reps)
  • Has experience as a customer service for ecommerce companies
  • Works results driven and knows how to allign a team towards a goal
  • Speaks very well English

What's in it for you?

The reason why you should work with us is actually very simple! 

You will become part of one of the fastest growing travel brand in the world, which means that there will be a lot of room for growth and opportunities. 

You will get a competitive income but it is definitely not limited since good work always gets provided with a bonus within our company! 

You have the ability to work remotely from anywhere you like! 

You have the ability to create your own team! 

Be part of an amazing and lovely team. 

How to apply?

Include the following in your application please:

Your CV with all your past experiences and skills!

 

and answer the following questions please:

 

  • Do you have experience as a customer service manager for ecommerce businesses and if yes for how many years have you done that?
  • What is the largest team that you have managed as a customer service manager?
  • Which support software do you have experience with? (Gorgias, Zendesk, Reamaze etc.)
  • How many hours are you available to work on a daily basis
  • What were some struggles you had in your previous position as a customer service manager and how did you overcome it?
  • What do you exactly know about Google Sheets, how experienced are you?
  • Do you have experience with CRM tools like Monday, Asana etc.. ?
  • Have you created trainings/SOPs before? If yes what kind of SOPs?

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ASY Commerce

I am the founder of ASY Commerce!

We sell products online specifically, travel items. The countries we sell in are United States, Un...

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