Join a visionary founder behind five groundbreaking digital product businesses in the last 14 years, now leading a new venture experiencing meteoric growth of over 20% monthly. As a Customer Service Manager, you'll elevate our customer service operations across multiple platforms, manage a dynamic team, and contribute to our long-term goal of expanding support teams for additional products. Embrace the opportunity to work remotely, grow within the company, and be part of a team that values innovation and excellence. Apply now to be part of this exciting journey!
Responsibilities:
- Team Management: Oversee and manage a team of 8-10 customer service agents, providing guidance, support, and performance evaluations
- Platform Management: Handle customer interactions across multiple platforms, utilizing FreshDesk for email support and managing support tasks on specific platforms
- Hiring & Training: Hire, train, and onboard additional customer service agents as the company grows
- System Leadership: Maintain and enhance the customer service system, ensuring processes are followed and leading the team to meet KPIs
- Problem Solving: Identify root causes of customer issues and implement solutions to improve customer satisfaction
- Availability: Ensure the team is available full-time, providing support during designated days and hours
- Support Type: Currently, support is only through email, with the possibility of adding phone support in the future as a goal for the manager
- Growth and Long-Term Goal: Build more support teams for additional products as the company expands
Requirements
Responsibilities:
- Team Management: Oversee and manage a team of 8-10 customer service agents, providing guidance, support, and performance evaluations
- Platform Management: Handle customer interactions across multiple platforms, utilizing FreshDesk for email support and managing support tasks on specific platforms
- Hiring & Training: Hire, train, and onboard additional customer service agents as the company grows
- System Leadership: Maintain and enhance the customer service system, ensuring processes are followed and leading the team to meet KPIs
- Problem Solving: Identify root causes of customer issues and implement solutions to improve customer satisfaction
- Availability: Ensure the team is available full-time, providing support during designated days and hours
- Support Type: Currently, support is only through email, with the possibility of adding phone support in the future as a goal for the manager
- Growth and Long-Term Goal: Build more support teams for additional products as the company expands
Requirements:
- Proven experience in a customer service management role within the DTC industry
- Strong leadership and team management skills
- Excellent problem-solving abilities and a proactive approach to identifying and resolving issues
- Familiarity with customer service platforms such as CheckoutChamp, Clickbank, Digistore, and FreshDesk
- Ability to work independently and take initiative
- Excellent communication skills, both written and verbal
