Shopify Customer Service 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 tea ---------- mbers' 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 tea ---------- mbers.

Preferred Tools Proficiency:
Google Workspace tools esp Google Sheets (ability to work on existing and create new dashboards to simplify and analyze data)
ReAmaze
Trello/Clickup
---------- 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 Customer Service or a related 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.

What’s in it for you?
Competitive salary
10/25th consistent payroll system through Wise
Amazing and inclusive team culture
Ability to work on a flexible schedule
Life work balance - work from anywhere you want!

If you think this is you, please submit your cover letter and a link to your resume (make sure that the resume is accessible). Kindly fill out this Google form too for more insight about you as a leader! ----------
Those who did not submit the form will be disqualified. I look forward to connecting with you!

Regards,
Customlove HR manager