Customer Support Manager for U.S. based eCommerce business

We are a small US-based eCommerce company that recently acquired a Woodworking Tools online retailer. Our company is getting ready for rapid growth over the coming 3 to 5 years and need YOU (an experienced Customer Support Manager) to help take amazing care of our customers.

This role is at the heart of our business, ensuring top-notch support through all stages of the customer experience. From pre-purchase sales support to post-purchase technical troubleshooting, we strive to go above and beyond for our customers. Your job is to manage our CRM and ensure we provide exceptional phone, email, and live chat support.

With owners eager to focus on growing the business, we need a proactive leader to take charge of our customer support. Our Customer Support Manager must be able to resolve all escalated customer issues efficiently and streamline customer support operations with minimal oversight. You will be empowered and trusted to take great care of our customers and support team.

As we prepare for growth over the coming years, you’ll spearhead the creation of our new Customer Support team. For the first few months, you will be the only member of our Customer Support department. But after some initial training, you will be in charge of getting our systems, processes, and training plan in place for our future Customer Support Specialists. We need an experienced Customer Support Manager ready to train and manage our future Customer Support team that is set to expand rapidly over the coming years.

This demanding position comes with high expectations but offers generous compensation, benefits, and the chance for long-term stability for the right candidate.

Here is some more information about the job…

Responsibilities:
-Manage, hire, and train customer support team
-Manage and be our CRM expert (Gorgias on the Shopify Platform)
-Provide timely and exceptional phone, email, and live chat support
-Manage and respond to our customer reviews
-Manage return, cancellation, and warranty processes
-Handle all customer support escalations from our customer support team
-Handle day-to-day customer support communications with suppliers
-Proactively identify & resolve common customer support issues to improve our customer experience
-Propose changes to our website that may improve our customer support experience

Requirements to Apply:
-C2(Advanced/Mastery) level English with excellent verbal and written communication skills
-5+ Years of Management Experience
-5+ Years of Customer Support or Customer Service Experience
-Strong problem-solving and decision-making abilities
-Patience and empathy in dealing with customer concerns
-Ability to work in a team and adapt to a changing work environment
-Computer skills and familiarity with customer support software
-A highly independent worker

Bonus Qualifications:
-eCommerce or Shopify experience is a plus but not required
-Gorgias CRM experience is a plus but not required

Why You Should Apply:
-You will play a critical role in our small, growing business
-We work remotely and always will - so long as you have good internet connection and a quiet place to work, it doesn’t matter where you work from
-We are looking for someone we can work with over the long-term and want to provide long-term stability for the right fit

Schedule: 9 am to 5 pm U.S. Central Standard Time Monday through Friday (This is a full-time ~40 hour / week role)

Pay: $1,300 to $1,700 USD per month (based on experience) + benefits

Benefits Include:
-13th month pay (prorated the first year)
-Weekly paychecks
-$25 / week health insurance and social security coverage stipend
-20 days of paid time off (after first 6 months) plus 8 U.S. holidays

To be considered for this position, you must submit a cover letter. Start your cover letter with the greeting, “Hi Zach,” or “Hi Zach!”. My name is Zach and I will be reviewing your application. If you do not follow this instruction, you may not be considered for the position.