Customer Care Manager
O
Over The MoonRetail eCommerce
Workable locations: United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- LeadershipData AnalysisProblem SolvingInterpersonal skillsZendesk
Requirements
- Proven experience as a Customer Service Manager or in a similar role, preferably in retail eCommerce.
- Strong leadership skills with experience managing remote teams.
- Exceptional communication and interpersonal skills.
- Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly).
- Data-driven with the ability to analyze metrics and make informed decisions.
- A customer-first mindset with a knack for creative problem-solving.
- Knowledge of fashion, homewares, and lifestyle products is a plus.
Responsibilities
- Recruit, train, and mentor a high-performing customer care team.
- Foster a positive and collaborative work environment to ensure team success.
- Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement.
- Oversee day-to-day operations of the customer care department.
- Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media).
- Develop and maintain customer service policies, scripts, and protocols.
- Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self service and automation systems.
- Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self service.
- Generate and analyze customer service reports to inform decision-making.
- Serve as a brand ambassador by ensuring all communications reflect our values and tone.
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