
Distinguished Customer Service Professional
14 hours ago
Customer Support Lead Role
">We are seeking a seasoned Customer Support Lead to spearhead our eCommerce subscription business's customer support operations. This critical role demands strong leadership skills, extensive experience in customer service management, and a strategic mindset to drive customer satisfaction and retention.
">- Key Responsibilities:
- 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
- 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, Rebuy, 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
- Evaluate all customer interactions to ensure alignment with company values
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