Senior Customer service manager

Senior customer service manager
About Zapply:
At Zapply, a market leader in testosterone and overall health improvement products, we’re experiencing rapid growth and expanding into EU markets. As we build systems to support our expansion, we are seeking a Senior Customer Service Manager who is adept in e-commerce, skilled with Gorgias, and capable of leading our customer service team. The ideal candidate will have the ability to respond to customer tickets in Dutch and other European languages, catering to our diverse and growing customer base.
The Role:
This role demands a dynamic individual who can effectively manage customer service operations and ensure the highest standards of customer satisfaction. The Senior Customer Service Manager will play a crucial role in supporting Zapply’s expansion and maintaining our reputation for excellence.
Key Responsibilities:
Lead Zapply’s customer service operations, ensuring exceptional service standards.
Manage, support, and develop the customer service team in a dynamic, fast-paced environment.
Efficiently handle customer interactions through Gorgias, ensuring timely and effective resolutions.
Ability to respond to customer inquiries in Dutch and other European languages.
Implement strategies to enhance customer satisfaction and loyalty in new markets.
Analyze and report on customer service metrics, driving continuous improvement.
Collaborate with various departments to align customer service with broader business objectives.
Facilitate training and development to align the team with Zapply’s expansion goals.
Key Requirements:
Significant experience in a senior customer service role within the e-commerce sector.
Proficiency in using Gorgias for customer support.
Ability to respond to customer tickets in multiple languages, including Dutch and other European languages.
Strong leadership skills with the capability to guide and inspire a diverse team.
Analytical and problem-solving skills, with a focus on decision-making.
Excellent communication and interpersonal skills.
Flexibility and adaptability in a rapidly evolving business landscape.
Why Join Zapply?
Opportunity to be part of a leading e-commerce brand at a pivotal stage of expansion.
Engaging, innovative work environment with room for personal and professional growth.
Competitive compensation and a comprehensive benefits package.
Application Process:
Interested candidates are invited to submit a resume and a cover letter that highlights their experience in e-commerce customer service and their ability to handle customer inquiries in multiple languages.
Be a Part of Zapply’s Success Story:

Join us at Zapply, where you will be a key player in driving customer satisfaction and supporting our growth into new markets.

We also still have the position COO open at our company we are looking for someone who can grow with the company and likes to take on challenges and is willing to learn and improve.

Please message us if you think you are a fit,

Kinds Regards

Mike Ndoye

Hiring manager Zapply