Location: HQ - Williamsburg, Brooklyn

Status: Full-time / 100% on-site

Compensation: $85,000 - $105,000 annually

Position Summary: The E-Commerce Customer Experience Manager in this role is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives.

RESPONSIBILITIES

• Lead eCommerce customer service offshore team lead and representatives.

• Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset.

• Effectively manage customer service capacity to meet the needs of the business even during peak seasons.

• Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies.

• Evaluate customer feedback and communicate insights to internal teams and external teams to optimize the customer experience. 

• Document and maintain customer processes, workflows, and knowledge base articles.

• Identify trends and patterns through tracking and analyzing recurring customer issues.

• Manage daily, weekly, and monthly reports to monitor trends and identify quality issues.

• Assist with order processing, refunds, and order completion as needed for all channels.

• Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels.

• Collaborate with other departments to resolve issues and stay informed of promotions, site and app changes, fulfilment etc.

• Collaborate with leadership to help build and support the team/structure/process.

• Other duties as assigned. Supervisory Responsibilities: • Chat / App / Social Channels / Phone / Email.

• Order creation for employee / friends & family / partners.

• Assist with domestic and international carrier claims and cross-border relationships.

REQUIREMENTS

Experience

• Minimum of 4 years of experience in online customer service or operations required.

• 2 + years of customer experience and demonstrated experience leading a team required.

• Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech.

• Experience with eCommerce site management tools such as Shopify or other eCommerce platforms.

• Call center experience, preferred.

• Technical App Support, preferred.

Skills

• Intermediate or better proficiency in Microsoft Office: Word, Excel and Power Point.

• Outstanding project management experience.

• Ability to work as part of a cross-functional team.

• Assertive, adaptable and excels in a fast-paced environment with competing priorities.

WHO YOU ARE

Professional Characteristics

• Keen: Works with high attention to detail, ensuring that all aspects of an assignment, project and/or process are thought through, addressed and delivered for optimal results.

• Innovative: Works with forward-thinking, solution-oriented mindset; ensuring projects, processes and procedures are built out for long-term and within Brand's best interest.

Personal Characteristics

• Team Player: Works well cross-functionally, and amongst their teams; ensuring that all decisions made are shared as a collective effort, with a high level of awareness of impact on others. Tends to be a voice of guidance.

• Heart: Works with passion and care; ensuring that strong ethics and empathy are behaviors continuously exuded. Additionally, their behavior is the best reflection of the Brand's vision, mission and goals.