Customer Support and Operation Manager (Remote)

This role runs our Shopify store and Marketplace Accounts with a high degree of structure, skill, and will always uphold the brand promise of a ‘Higher Standard’ and “The Best Customer Experience”. This person makes ordinary tasks predictable, systematic, scheduled and sits at the intersection of marketing and product operations and is key to the success of both. The work of this role can be grouped into these categories:

For Customer Service

• Supervise day-to-day operations in the customer service department.

• Respond to customer service issues in a timely manner.

• Create effective customer service procedures, policies, and standards.

• Develop customer satisfaction goals and coordinate with the team to meet them on a

  steady basis.

• Implement an effective customer loyalty program.

• Maintain accurate records and document all customer service activities and discussions.

• Assess service statistics and prepare detailed reports on your findings.

• Hire and train new customer service agents.

• Manage the approved budget of the customer service department.

• Stay informed on the latest industry techniques and methods.

Requirements:

• Customer success, client management, or relevant industry experience. You should be

merchant-focused in all that you do.

Business Operations

• Experience in a senior operations-type role within a 3PL or Warehouse facility

• Monitors and ensures key performance indicators (KPI) are met in a timely and cost-

  effective manner to ensure efficiency and effectiveness.

• Experience in various warehouse functions (i.e. inbound, outbound, returns)

• Data driven approach to managing operations performance

• Excellent verbal and writen communication skills, and a relentless attention to detail

• A passion for commerce. Maybe you’ve built a store for a friend, or run your own

  business.

• Experience working with multiple stakeholders. Relationship management is your secret

  weapon.

• Understanding of ecommerce best practices. You'll be the merchant's main point of

  contact for all big-picture support.

• Knowledge of the ecommerce ecosystem. There are many moving parts and you need to

  see how they fit together.

  Requirements:

• Bachelor’s degree in Business Administration or relevant field.

• A minimum of 5 years’ proven experience in a customer service positon.

• Proficiency in Microsoft Office and customer service software.

• Outstanding written and verbal communication skills.

• Good understanding of management practices and techniques.

• Excellent leadership and interpersonal skills.

It would be great if you also had:

• A deep understanding of the Shopify platform.

• Knowledge if ShipstaFon.

• Expert in using ZENDESK

• You know what it means to be an entrepreneur and can share your learnings with our

  merchants.

• Exposure to fulfillment industry best pracFces (Barcoding, EDI, system integraFons, etc.)