Customer Service Manager

Job Title: Customer Service Manager

Work Location: Remote

Job Description:

We are seeking an experienced and dynamic Customer Service Manager to lead our customer service team and enhance our customer support operations. The ideal candidate will have a proven track record in managing customer service teams, optimizing service processes, and using data-driven insights to drive improvements. You will be instrumental in shaping the customer experience, ensuring that client's high standards of service are consistently met and exceeded.

Key Responsibilities:

• Team Leadership: Manage, mentor, and develop a team of customer service representatives. Provide guidance, training, and support to ensure high performance and job satisfaction. Foster a positive and productive work environment that aligns with client's values.
• Operational Oversight: Oversee daily customer service operations, including handling escalated customer issues, monitoring service levels, and ensuring adherence to established protocols. Implement best practices and standard operating procedures to streamline processes and improve efficiency.
• Customer Experience: Develop and implement strategies to enhance the overall customer experience. Analyze customer feedback and service metrics to identify areas for improvement and implement solutions that align with client's commitment to excellence.
• Technology Integration: Utilize customer service platforms, including Gorgias, to manage workflows, track interactions, and analyze performance data. Leverage technology to optimize operations and ensure seamless integration with other systems.
• Performance Management: Monitor and evaluate team performance through key performance indicators (KPIs) and customer satisfaction scores. Conduct regular performance reviews and provide actionable feedback to team members.
• Reporting and Analysis: Generate and present reports on customer service metrics, trends, and operational performance to senior management. Use data insights to inform decision-making and drive continuous improvement.
• Customer Retention: Develop initiatives to enhance customer loyalty and retention. Collaborate with marketing and sales teams to align customer service strategies with broader business objectives.
• Crisis Management: Effectively manage high-pressure situations and complex customer issues. Develop and implement crisis management protocols to address and resolve critical situations promptly and effectively.

Requirements

• Extensive experience in a customer service management role, preferably within the fashion or e-commerce industry. Proven track record of managing teams and driving operational excellence.
• Strong leadership and interpersonal skills with the ability to inspire and motivate a team. Demonstrated success in developing talent and managing performance.
• Strong analytical abilities with experience using data to drive decisions and improvements. Familiarity with customer service platforms, particularly Gorgias, is highly desirable.
• Excellent written and verbal communication skills. Ability to convey complex information clearly and effectively to both team members and customers.
• Exceptional problem-solving skills with a proactive approach to addressing and resolving issues. Ability to manage high-stress situations and implement effective solutions.
• Proficiency with customer service tools and technologies, including CRM systems and support platforms like Gorgias. Comfortable working with data and technology to enhance service delivery.
• A strong commitment to delivering outstanding customer service and a deep understanding of the customer journey. Passion for creating memorable and positive customer experiences.