*about us*:we're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence.
this role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.
*core responsibilities*:direct customer service- process and resolve customer service tickets within 24-hour sla- manage order issues, returns, and refund requests- provide product information and recommendations- address customer complaints and escalations personallycustomer service leadership- develop and maintain service level agreements on-time response- build, train, and manage a high-performing customer service team- create comprehensive sops for customer service operations- monitor and maintain quality standards for all customer interactions- oversee hiring and training processes for service team membersoperations management- manage relationships with third-party logistics providers- monitor shipment timelines and resolve delivery issues proactively- implement systems for tracking and improving operational efficiency- develop contingency plans for common operational challenges- optimize order processing and returns management workflowscustomer intelligence & innovation- conduct regular customer satisfaction surveys and analyze feedback- generate actionable insights from customer data and service interactions- provide strategic recommendations for product and service improvements- create monthly reports on key performance indicators and trends- implement and oversee quality assurance programs*required qualifications*:- 5+ years of customer service management experience in e-commerce- proven track record of leading and developing customer service teams- expert knowledge of shopify and related e-commerce platforms- strong understanding of logistics and supply chain operations- excellence in written and verbal english communication- experience with customer service platforms (zendesk, freshdesk, etc.
)- demonstrated ability to analyze data and generate actionable insightstechnical requirements- personal computer with updated operating system- stable internet connection (high speed)- quiet workspace- headphone set for answering phone calls- backup power supply recommendedschedule & employment terms- full-time salaried position (45+ hours per week)- must be available 7 days per week- required to coordinate across est business hours- exclusive employment - no other jobs or freelance work permitted- additional hours beyond 40/week may be required- must be able to respond to urgent situations outside regular hours*compensation*monthly salary: $1,500 - $1,800 usd based on experiencepaid time offthis is a remote (work from home) position.kwftfc7cr3