Customer Service Manager

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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.

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- 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: Upgrade to see actual info.

Customer Support Manager Job Description:

As the Customer Support Manager, you'll lead a team of 4 and report to the VP. We're always striving to enhance our work quality and efficiency. We rely on facts and numbers for decision-making. Once master the role and gain the team's trust, you'll have the autonomy to make decisions. Exciting career growth opportunities await you.

People Management Responsibilities:

- Happy Team = Happy Customers - Maintain a healthy, high morale, and motivating work environment for the Team. We want a place where TeaUpgrade to see actual infombers 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, recruiting, training, coaching, implementing new apps, and updating Standard Operating Procedures.

Operations Management Responsibilities:

- Collaborate with the VP to analyze our metrics, find areas to improve, and put the plan into action to achieve the desired results.
- Achieve SLAs, bonus goals, and OKRs.
- Become an expert on the apps we use and manage the apps.

Requirements:

- 5+ years of experience as a manager in customer service at an e-commerce business based in the US.
- Excellent communication and time management skills.
- Strong problem-solving skills.
- Passion to succeed and get the job done.

Nice to haves

- Experience with Gorgias, Shipstation, and Loop Returns.

Preferred Working Hours:

- Monday to Friday, 9 AM - 6 PM Pacific Standard Time

Salary and Benefits:

- Starting Salary: P70K to P100K Depending On Experience
- Employment Type: Full Time
- Paid time off & holiday pay
- Health Insurance Benefits
- Quarterly 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 laws.

It 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 law. In addition, The Emazing Group will provide reasonable accommodations for qualified individuals with disabilities.