E-Commerce Customer Experience Manager

KITH•New York, NY

1d•$85,000 - $105,000•Onsite

About The Position

The E-Commerce Customer Experience Manager in this role is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives. This role involves leading the eCommerce customer service offshore team, defining and monitoring team performance against KPIs, managing customer service capacity, championing new initiatives, evaluating customer feedback, documenting processes, identifying trends in customer issues, managing reports, assisting with order processing and refunds, investigating and resolving customer complaints, and collaborating with other departments and leadership to build and support the team structure and processes. Supervisory responsibilities include managing chat, app, social channels, phone, and email support, order creation for employees and partners, and assisting with domestic and international carrier claims.

Requirements

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.
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.

Nice To Haves

Call center experience, preferred.
Technical App Support, preferred.

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.