At DTCjob.com, we're not yet another job board; we're a private community directly connected with over 200 hot DTC e-commerce companies. We're fundamentally working to build in-house teams for these companies by connecting top-tier talent to the right opportunity.
As you apply on DTCjob.com, you fill out one simple, one-time application form. From there, our team takes over. We go through your application and, when we feel that you'll be a good fit, we hook you up directly with the company. You won't have to apply again or constantly dig through job postings; we handle everything to make sure your skills are aligned with the best opportunities. This might take from a few hours up to several weeks.
While we do not hire directly on behalf of ourselves, we work with leading DTC brands and agencies to ensure you find a position offering growth, job security, and an engaging work environment.
Responsibilities:
- Lead and manage the customer service team, including recruitment, training, performance evaluation, and daily supervision.
- Develop and implement customer service strategies that enhance the customer experience and align with the overall e-commerce objectives.
- Monitor and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction to drive continuous improvement.
- Oversee customer communications via email, chat, phone, and social media, ensuring timely and effective issue resolution.
- Handle escalated customer issues, ensuring that concerns are addressed and resolved quickly and thoroughly.
- Collaborate with other departments such as Marketing, Sales, and Operations to enhance the customer journey.
- Maintain a thorough understanding of the company's products, services, and promotions to assist the team in resolving customer inquiries.
- Utilize CRM systems and other tools to track and report customer service metrics, providing regular reports to senior management.
- Stay up-to-date with industry trends and best practices to continually improve service offerings and the overall customer experience.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- 3+ years of experience in a customer service management role, preferably within an e-commerce or retail environment.
- Proven experience in leading and developing customer service teams.
- Strong problem-solving and decision-making abilities with a customer-first mentality.
- Excellent written and verbal communication skills.
- Experience with CRM tools and customer service software (e.g., Zendesk, Salesforce, Freshdesk).
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Ability to multitask and prioritize in a fast-paced environment.
Working with DTCjob.com will be more than just getting a job; it is like landing into an ecosystem that ensures your long-term success in the DTC world.