Customer Support Manager

Role Overview

• Oversee the day-to-day operations of the customer support team
• Manage support channels including phone and email
• Ensure an exceptional customer experience
• Handle customer phone calls and provide timely, effective solutions for inquiries and issues
• Monitor customer service metrics to maintain high customer satisfaction and response times
• Track and report on key customer support metrics such as response times, resolution times, and customer satisfaction rates

Requirements

• 2+ years of experience in customer support
• Proven experience using Shopify and Zendesk to support e-commerce customers
• Fluent English communication skills, both written and verbal
• Strong phone etiquette with the ability to build rapport naturally with customers
• Ability to make independent decisions and resolve issues effectively and efficiently
• Strong understanding of customer service KPIs and service level metrics
• Strong leadership and team management abilities focused on coaching and motivating teams
• Highly organized with the ability to manage multiple priorities simultaneously

Benefits

• Fully remote work
• Opportunity for leadership exposure
• Professional development opportunities