E-Commerce Customer Support Manager

To apply, please click on the link attached: ----------

Top Reasons to Work with Us:
Since 2010, the Emazing Group has been the comprehensive e-commerce solution for passion-driven consumer lifestyle brands. With unique and innovative brands such as iHeartRaves and INTO THE AM, The Emazing Group has successfully created and scaled market-leading companies, empowering a lifestyle of self-expression one individual at a time.

Get an inside look into our office and culture at: ---------- /careers:
---------- | ---------- | ----------

- Featured as one of the best companies ever on Shark Tank (Deal with Mark Cuban & Daymond John).
- Top Workplace Award In Orange County, CA, and Certified Great Place To Work.
- Entrepreneur 360 - Ranked #128 best small business.
- Join the #189 fastest-growing private company according to Inc. Magazine 5000.
- Featured on Rolling Stone, Yahoo Finance, Inc. Magazine, Business Insider, CNBC, MTV, ABC's Shark Tank, LA Weekly, MSN, and - - more.
- Enjoy the autonomy/flexibility to be creative in a highly driven environment.
- Join a tight-knit team with opportunities for growth.
- Great culture. Our headquarters is an environment where everyone is driven to make the company and themselves successful.
- 7 Core Values that shape our company culture: ---------- .

Primary Responsibilities:
Are you passionate about motivating a Team? Do you enjoy coaching and developing a Team? Do you love to analyze issues and implement solutions to challenging problems? If you answered yes to these three questions, we have the career for you!

People Management Responsibilities:
- Happy Team = Happy Customers - Maintain a healthy, high morale, and motivating work environment for the Team. We want high morale and a place where Tea ---------- mbers are comfortable giving honest feedback and not scared to speak up. Our Team is our #1 asset!
- Communicating and providing clear expectations to the Team.
- Responsibilities include planning, assigning work, recruiting, training, developing, coaching, creating, and updating Standard Operating Procedures.
- Ensure our customers get the same high-quality level of service on any channel they contact us through.

Operations Management Responsibilities:
- Achieve SLAs, bonus goals, and objectives.
- Manage and improve return metrics.
- Adhere to and manage the approved labor hour budget.
- Identify areas where we can increase our efficiency and determine how to do it.

Requirements:
- 5+ years of experience in customer service management at an e-commerce business based in the US
- Excellent communication, passion, and strong critical thinking skills
- Excellent organizational, time management, and problem-solving skills
- Ability to actively listen to the customer’s needs and address them

Nice to haves
- Experience with Gorgias and Loop Returns.

Preferred Working Hours:
- Monday to Friday, 9 AM - 6 PM Pacific Standard Time

Salary and Benefits:
- Salary: Depending On Experience
- Employment Type: Full Time
- Paid time off & holiday pay
- Monthly Bonus Structure
- Deep discounts on all products
- Company parties and lunch
- Ongoing training and support
- This position is fully remote

The Emazing Group is committed to providing equal employment opportunities to all applicants and employees as a way of doing business and following all applicable equal opportunity ---------- is the policy of The Emazing Group to provide equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, and expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local ---------- addition, The Emazing Group will provide reasonable accommodations for qualified individuals with disabilities.