E-Commerce Customer Experience Manager

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeService Full time $60,000 - $80,000
Customer Service Manager Job Description

We are seeking an experienced and proactive customer service manager to lead and optimize our eCommerce subscription business's customer support operations. This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention.

The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

  • Lead, train, and mentor a team of customer service agents to deliver exceptional support.
  • Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes.
  • Develop and maintain customer service SOPs to drive efficiency and consistency.
Key Responsibilities
  1. Provide timely and effective support to customers via email and chat.
  2. Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
  3. Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
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.
Additional Requirements
  • Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
About This Role

This is a unique opportunity to join a dynamic team and contribute to the growth and success of our company.

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