CS Manager

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Requirements:

• 5+ years of experience in customer service operations, preferably in e-commerce or a related field.
• Proven experience leading teams, improving performance, and meeting KPIs.
• Strong data analytics skills with experience using customer service platforms (e.g., Zendesk, Gorgias).
• Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
• Excellent leadership, communication, and problem-solving skills.
• Ability to adapt to new technologies and drive continuous improvement.

Responsibilities:

• Lead and develop a high-performing customer service team across multiple channels.
• Implement strategic growth plans, recruitment, and training initiatives.
• Forecast resource needs to support customer demands and product expansion.
• Oversee and optimize daily operations, ensuring efficient and well-documented processes.
• Update knowledge bases and customer-facing resources for accuracy.
• Manage process automation projects to enhance efficiency.
• Define and monitor KPIs such as ticket resolution time and customer satisfaction.
• Provide reports on key metrics.
• Collaborate with cross-functional teams to improve workflows.
• Gather and analyze customer feedback for continuous improvement.
• Prepare the team for new product launches.