Senior Ecommerce Support Manager

2 days ago

Tarlac City, Central Luzon, Philippines beBeeCustomerService Full time ₱600,000 - ₱800,000
Customer Service Team Lead

Job Title: Customer Service Team Lead

Location: Remote

Job Type: Full-Time

We are seeking a seasoned and proactive customer service team lead to spearhead and optimize our e-commerce subscription business's customer support operations. This role demands 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.

Responsibilities:

  • Lead, train, and mentor a team of customer service representatives 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
  • Provide timely and effective support to customers via email and chat
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery
  • Utilize internal tools and systems such as Shopify, Recharge, and Gorgias CRM to manage customer interactions and resolve inquiries
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives
  • Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements
  • Develop and maintain self-service resources such as help center articles and FAQs to empower customers
  • Stay informed about new product releases and feature updates to provide accurate information to customers
  • Ensure all customer interactions are handled professionally, positively, and in alignment with company values

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
  • Ability to work independently and collaboratively within a team environment
  • Demonstrated ability to manage multiple priorities in a fast-paced environment

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