Top Tier 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
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 resume (make sure that the resume is accessible).

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

Regards,
Customlove HR manager