**About Us**:We're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence.
This role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.
**Core Responsibilities**:Direct Customer Service- Process and resolve customer service tickets within 24-hour SLA- Manage order issues, returns, and refund requests- Provide product information and recommendations- Address customer complaints and escalations personallyCustomer Service Leadership- Develop and maintain service level agreements on-time response- Build, train, and manage a high-performing customer service team- Create comprehensive SOPs for customer service operations- Monitor and maintain quality standards for all customer interactions- Oversee hiring and training processes for service team membersOperations Management- Manage relationships with third-party logistics providers- Monitor shipment timelines and resolve delivery issues proactively- Implement systems for tracking and improving operational efficiency- Develop contingency plans for common operational challenges- Optimize order processing and returns management workflowsCustomer Intelligence & Innovation- Conduct regular customer satisfaction surveys and analyze feedback- Generate actionable insights from customer data and service interactions- Provide strategic recommendations for product and service improvements- Create monthly reports on key performance indicators and trends- Implement and oversee quality assurance programs**Required Qualifications**:- 5+ years of customer service management experience in e-commerce- Proven track record of leading and developing customer service teams- Expert knowledge of Shopify and related e-commerce platforms- Strong understanding of logistics and supply chain operations- Excellence in written and verbal English communication- Experience with customer service platforms (Zendesk, Freshdesk, etc.
)- Demonstrated ability to analyze data and generate actionable insightsTechnical Requirements- Personal computer with updated operating system- Stable internet connection (high speed)- Quiet workspace- headphone set for answering phone calls- Backup power supply recommendedSchedule & Employment Terms- Full-time salaried position (45+ hours per week)- Must be available 7 days per week- Required to coordinate across EST business hours- Exclusive employment - no other jobs or freelance work permitted- Additional hours beyond 40/week may be required- Must be able to respond to urgent situations outside regular hours**Compensation**Monthly salary: $1,500 - $1,800 USD based on experiencePaid time offThis is a Remote (work from home) position.KWfTFc7cr3