Customer Service Manager

Job Title: Customer Service Manager

Location: Remote

Work Shift: 8am-12mn EST
Working Hours: 20-30 hours per week (Part-time)

Job Description:

We are seeking a skilled and experienced Customer Service Manager who can take charge of our customer support operations, streamline processes, and lead a remote team of agents. The ideal candidate will have a strong background in e-commerce customer service management, excellent leadership abilities, and the expertise to create and implement effective systems that scale with our growth.

The Customer Experience Manager will actively participate in customer support by answering tickets themselves, ensuring a hands-on approach to maintaining service excellence, particularly during high-volume periods like the holiday season.

The role will start part-time (20-30 hours per week), with the potential to grow into a full-time position as we enter the peak season. This role will report directly to the founders and work closely with warehouse and operations teams.

Key Responsibilities:

Team Leadership & Management:

• Manage and lead a remote team of customer service agents (currently based in the Philippines).
• Oversee the day-to-day customer service operations, ensuring tickets are handled efficiently and meet our service level agreements (SLAs).
• Monitor team performance, provide coaching, and ensure high levels of customer satisfaction.
• Hire and onboard additional customer service agents as needed during peak seasons (Thanksgiving, Christmas, etc.).
• Maintain a high level of communication with the team, ensuring they have the resources and knowledge to resolve customer issues effectively.

Customer Support Operations:

• Oversee customer inquiries and support via Gorgias, managing emails, social media, and other support channels.
• Work with stakeholders via Slack within the expected time of working 8 am-12 pm EST.
• Handle escalated issues and ensure quick and satisfactory resolution for the customer.
• Actively answer customer tickets and inquiries to maintain a hands-on approach during peak times.
• Implement and maintain a 24-hour response time on all customer queries and tickets, focusing on customer retention and satisfaction.
• Collaborate with our warehouse and operations teams to resolve shipping and fulfillment issues, such as missing orders or replacement shipments.

Process Development & Optimization:

• Build and refine Standard Operating Procedures (SOPs) for the customer service team, ensuring processes are efficient and scalable.
• Develop scripts, response templates, and communication guidelines to ensure consistency and professionalism in all customer interactions.
• Regularly assess workflows to identify bottlenecks and opportunities for improvement.
• Track and analyze key performance metrics (KPIs) such as response times, ticket resolution rates, customer satisfaction scores, and customer retention.

Reporting & Communication:

• Prepare weekly and monthly performance reports for the founders, detailing key metrics such as ticket volume, response times, customer satisfaction, and team productivity.
• Ensure clear communication between customer service, operations, and warehouse teams to resolve issues promptly.
• Report any persistent customer issues or system inefficiencies to management for further resolution.

Peak Season Preparation & Management:

• Prepare for peak seasons by scaling the team and ensuring adequate resources are in place to manage higher ticket volumes.
• Oversee all customer service activities during high-volume periods, especially around major holidays like Thanksgiving and Christmas, when issues like delayed shipments are more frequent.
• Maintain a customer-first mindset to handle high-pressure situations, ensuring that even during the busiest times, customers receive prompt, respectful, and effective service.

• Minimum of 3-5 years in a customer service management role, ideally within an e-commerce or direct-to-consumer (DTC) business.
• Proven experience leading a remote customer service team, with strong delegation and team-building abilities.
• Familiarity with customer service tools such as Gorgias or similar CRM/ticketing platforms.
• Ability to handle escalated customer service issues effectively and independently, using sound judgment.
• Excellent written and verbal communication skills, with the ability to interact professionally with customers and team members alike.
• Demonstrated ability to develop and implement customer service processes and standard operating procedures (SOPs).
• Able to prioritize tasks, especially during high-volume periods, and meet deadlines consistently.
• A passion for delivering top-tier customer experiences and a customer-first mindset, even in challenging situations.
• Strong leadership qualities with the ability to inspire, motivate, and grow a customer service team.
• Familiarity with e-commerce platforms and processes, including fulfillment, shipping, and omni-channel operations.