Join a dynamic consumer brand in the parenting space, dedicated to providing healthy and clean solutions for families. We’re seeking a passionate Customer Service Manager to lead our growing remote team with expertise in the Canadian market.
Role Overview:
As the Customer Service Manager, you will spearhead our customer experience initiatives, ensuring exceptional service across all platforms as we scale. Your primary focus will be to enhance customer satisfaction and streamline operations.
Key Responsibilities:
- Strategic Development: Create a comprehensive roadmap for customer experience programs to align with company growth.
- Process Improvement: Implement resources and processes to boost engagement across all customer touchpoints.
- Customer Satisfaction: Drive improvements in customer satisfaction scores
- Response Optimization: Develop and execute a plan to reduce average response times while proactively assisting website users.
- Operational Oversight: Manage all customer experience operations across e-commerce, social, and retail channels.
- Team Leadership: Supervise a small team, ensuring timely and effective resolution of customer inquiries and issues.
- Exceptional Service Delivery: Provide outstanding support through live chat, phone, email, and social engagement.
Ideal Candidate Profile:
- Customer Care Leader: 3-5 years of experience managing a team in customer service or experience within an eCommerce setting.
- Industry Enthusiast: Quick learner with a strong interest in the parenting space and our product lines.
- Team Builder: Proven ability to inspire and mentor a small team, fostering high performance and growth.
- Data-Driven: Comfortable analyzing data to identify areas for improvement and streamline processes.
- Collaborative Partner: Work cross-functionally to enhance product knowledge and support operational tasks.
- Performance Focused: Conduct evaluations and analyze customer feedback to continuously improve service quality.
- Problem Solver: Handle complex customer issues efficiently, maintaining positive relationships.
- Continuous Improvement Advocate: Lead initiatives to enhance service efficiency and effectiveness, documenting best practices and processes.
Qualifications:
- 3-5 years of team management experience in customer service for an eCommerce company.
- Proficiency in Re:amaze CRM or similar customer service tools (e.g., Zendesk, Gorgias).
- Experience in supporting customers with regulated health products is a plus.
- Strong leadership skills with the ability to motivate and guide a team.
- Exceptional problem-solving abilities with a customer-centric mindset.
- Ability to thrive in a fast-paced environment while managing multiple priorities.