Exceptional and Experienced Shopify Customer Support Manager

Hi! Our thriving Shopify brand specializing in the Print-on-demand Jewelry niche seeks a top-tier Customer Service Manager.

Main Responsibilities:
– Oversee Daily Operations: Manage and coordinate the Customer Support Team’s daily activities.
– SOP Management: Develop and update Standard Operating Procedures to streamline processes.
– KPI Monitoring: Monitor and analyze Customer Service Team Key Performance Indicators to detect potential issues.
– Individual Performance Tracking: Regularly review and update individual CS team members’ KPI reports and productivity.
– Quality Assurance: Conduct random ticket audits to ensure service quality and adherence to standards.
– Fulfilment Management: Monitor and ensure timely order fulfillment within expected time frames using Shopify and Parcel Panel.
– Tier 2 Support Oversight: Supervise Tier 2 support performance and ensure efficiency.
– Dispute Resolution: Monitor responsiveness and resolution of disputes, ensuring timely and satisfactory outcomes.
– Trustpilot Reviews: Address Trustpilot reviews promptly and effectively.
– Team Engagement: Foster daily engagement within the team to maintain morale and productivity.
– Performance Reviews: Conduct bi-weekly performance reviews and coaching sessions with Customer Service Agents.
– Training: Prepare and deliver necessary upskill training sessions for team members.

Preferred Tools Proficiency:
Google Workspace tools esp Google Sheets (ability to work on existing and create new dashboards to simplify and analyze data)
ReAmaze/Giorgias
Trello/Clickup
Discord for communication
Shopify
Customizing Inbox App
Parcel Panel App in Shopify
Payment processors: Klarna, Paypal and Stripe
Trustpilot

Requirements:
Proven experience in a managerial role within the Shopify Customer Service field *REQUIRED*
Excellent communication and interpersonal skills.
Strong organizational and analytical abilities.
Proficiency in the mentioned tools and platforms.
Ability to multitask and work effectively under pressure.
Leadership qualities with a focus on team development and performance improvement.

If you think this is you, please submit your cover letter and a link to your updated resume showcasing your experience as a Shopify CS Manager (make sure that the resume is accessible).

**PLEASE DO NOT APPLY IF YOU DO NOT HAVE PROVEN EXPERIENCE AS A SHOPIFY CUSTOMER SUPPORT MANAGER**

HIRING PROCESS: Application >> Initial interview >> Final interview (with CEO) >> Onboarding

Regards,
Customlove HR manager