Customer Support Manager - Ecom

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.