Email Customer Support Manager – eCommerce

Ready to join a popular DTC brand as we continue to disrupt and become a market leader? In the ultra-competitive world of tech accessories with hundreds of brands, Click to view has held itself in the top ranks. And in our continuous journey to provide the best service to our customers, we need an exceptional Customer Support Manager who will lead our customer support department and play a key role in crafting the online customer service experience for our rapidly growing brand. Your goal is to keep the department running in an efficient and profitable manner to increase customer satisfaction, loyalty, and retention, and to meet customers’ expectations.

ABOUT US:
Velvet Caviar is a leading fashion accessories brand with over 1+ million social media followers; established in New York since 2015. We’re mostly known for pioneering the tech accessories market with our stylish phone cases. Our products can be found in national retailers and on hundreds of celebrities and influencers worldwide! With under 30 team members, Velvet Caviar is a great environment for innovation, collaboration, and friendships.
Visit our Instagram at @velvetcaviar and our website, Click to view to gain a clearer understanding of the brand and product line.

RESPONSIBILITIES:
– Supervise the day-to-day customer service operations
– Supervise support reps & improve ticket performance
– Respond to escalated customer support issues
– Build & optimize the website’s help center + FAQ section
– Improve negative customer review with good resolutions & customer loyalty
– Optimize return portal automation with Loop Returns for automated returns
– Recommend & build more support rep auto-responses for improved efficiency
– Create detailed support representative SOP for easy reference, fewer questions
– Resolve customer disputes on PayPal & chargebacks
– Develop, formulate, or improve customer service processes and procedures
– Develop customer satisfaction goals and coordinate with the team to meet them
– Develop, monitor, and report KPIs for the support team and each representative
– Supervise the activities of the customer experience team to ensure their interactions with customers reflect positively on the company
– Organize training programs for customer experience representatives to update their job knowledge and enhance their skills
– Recruit, mentor, and create a good work environment for the team
– Work cross-functionally with other teams to support sales and operational plans
– Provide data reporting upon request (ie. review reports, correlation reports)

REQUIREMENTS:
– Bachelor’s degree
– 5+ years of relevant work experience in the customer service industry
– Experience working in the eCommerce industry is an advantage
– Strong leadership skills with a track record of success in building and scaling effective customer service teams
– Experience with Shopify, Gorgias, and Yotpo is preferred
– Experience in process improvement
– Excellent interpersonal and customer service skills
– Outstanding written and oral communication
– Motivated and results-driven
– Can work from 8am to 5pm EST (this is flexible)

BENEFITS:
– 100% remote position
– Above-average compensation
– Year-end performance bonuses
– Paid holidays & paid time off
– Strong growth opportunity
– Long-term position

If you think you are what we’re looking for, please email your resume to Click to view.