Ecommerce Customer Service Director

2 days ago

Cavite City, Calabarzon, Philippines beBeeCustomerServiceManager Full time $60,000 - $80,000
Job Description

We are seeking a seasoned professional to lead our customer support operations and drive exceptional customer satisfaction. The ideal candidate will have outstanding leadership skills, extensive experience in customer service management, and a strategic mindset to optimize processes and enhance retention.

This role requires strong communication skills, with the ability to manage complex customer interactions in a fast-paced environment. The successful candidate will be able to develop and maintain customer service standards, provide timely and effective support to customers, and oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.

The end-to-end order fulfillment process must be managed and monitored to ensure accuracy and timely delivery. The ideal candidate will utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.

Collaboration with internal teams is essential to align customer service strategies with marketing, product, and fulfillment initiatives. Data analytics tools will be used to create and manage detailed performance reports to identify trends and implement improvements.

A self-service resources platform will be maintained to empower customers, including help center articles and FAQs. The successful candidate will stay informed about new product releases and feature updates to provide accurate information to customers.

Professionalism, positivity, and alignment with company values are essential when handling all customer interactions.

Required Skills and Qualifications
  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment.
  • Proven leadership experience with a track record of managing and coaching customer support teams.
  • Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
  • Experience with subscription management platforms such as Recharge is a plus.
  • Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Experience working with Microsoft Office Suite and Google Workspace tools.
  • Analytical mindset with experience using data tools to track performance and identify areas for improvement.
Benefits

This role offers opportunities for growth and development in a dynamic and supportive team environment. The ideal candidate will be able to work independently and collaboratively within a team environment, prioritizing tasks effectively in a fast-paced environment.

Others

We strive to create a positive and inclusive work environment that values diversity, equity, and inclusion. Our goal is to attract and retain talented professionals who share our vision and values.

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