- Handle high-value customer conversations and pre-sales inquiries via phone.
- Manage, coach, and set quality standards for the Customer Service Specialist.
- Develop and maintain SOPs, macros, tagging structures, and the knowledge base.
- Resolve product faults, replacements, and refunds within defined limits.
- Report performance, trends, and customer insights to company leadership.
- Spot recurring issues and advocate for product or operational improvements.
People ManagementShopifyCustomer service+2 more