Customer Service Manager

Hello!

We are an E-Commerce startup running multiple Direct to Consumer brands.

For our main brand in the health niche we are looking for a Customer Service Manager, Part- or Full Time.

Requirements - Who we're looking for:

- Customer Service Experience: Proven experience as a e-commerce customer service manager.
- Management Skills: Previous experience in managing small teams.
- FreshDesk Experience: Familiarity with the FreshDesk platform.
- Social Media Experience: Moderating and responding to customer inquiries and comments on social media platforms.
- Versatile: Skillset to expand tasks outside of customer support into more operational such as handling chargebacks, data entry, managing wholesale clients, product feedback, inventory management.
- Characteristics: Organized, detail-oriented, high level English, honest, reliable, fast learner.
- Bonus: hiring experience: Ability to identify and recruit top-notch customer service representatives.

Responsibilities - What will be your daily tasks:

- FreshDesk email support: Efficiently handle customer queries and issues using the FreshDesk platform.
- Social Media Moderation: Monitor and respond to customer comments and inquiries on social media platforms.
- Process Optimization: Implement and streamline systems and processes to enhance the efficiency of the customer service and the satisfaction of customers, such as canned responses in FreshDesk, team SOPs, KPIs.
- Operational Assistance: expand tasks outside of customer support such as handling chargebacks, data entry, managing wholesale clients, giving product feedback for improvements, inventory management.
- Small Team Management & Small Scale Hiring: Lead and manage a small customer service team, ensuring effective communication, high-quality service and achieving KPIs. Identify, interview, and onboard new customer service representatives

The position as a customer service manager will start on December 1st with about 1-2 hours a day of work, Monday-Saturday. Within 2-3 months you can grow into 4+ hours/day or even a full-time position.

We currently have 1 customer service representative who will be on pregnancy leave in January, so we want you to start as soon as possible.

This position is only for someone who already has experience in a similar position, we are not looking for beginners or somebody who just wants to try out the position!

When you apply for the job please give us a brief description of what you have done before and why you are the perfect candidate for the job.

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Thank you,

Andy