E-Commerce Customer Service Lead
A dynamic company in the fitness and lifestyle apparel industry is seeking an E-commerce Customer Service Lead to enhance the customer experience. The Customer Service Lead will be responsible for delivering exceptional support and fostering strong relationships with customers. The ideal candidate is a proactive problem solver with a passion for fitness and a commitment to improving customer satisfaction.
This is an exciting opportunity to join a team focused on empowering athletes and fitness enthusiasts. This is an incredible remote opportunity to work for a US-based company.
What You'll Do
- Customer Interaction Management: Address customer inquiries and resolve issues via email and chat using Zendesk and our website’s chat functionalities.
- Provide exceptional support to our Elite Membership clients, ensuring their unique needs are addressed promptly and professionally.
- Order and Warehouse Coordination: Communicate directly with the warehouse team to address and resolve order issues, such as out-of-stock products, changes to orders, and product-related concerns.
- Oversee and manage the order fulfillment process to ensure timely and accurate deliveries while minimizing order delays.
- System Optimization: Continuously evaluate and enhance ticketing and chat systems to improve service quality and operational efficiency.
- Implement best practices and solutions to streamline workflows and enhance the overall customer service experience.
- Implement SOPs for role development and potential additional service support as the role expands.
- Software Utilization and Development: Become proficient in and develop various software platforms, including Shopify, Redo, Zendesk, and Shiphero, and explore an AI chat solution to replace the current live chat service on the website.
- Troubleshoot and resolve any issues with these tools to maintain efficient and effective customer service operations.
What You Need
- Proactive mentality
- Self-responsible and able to "own" the CX division.
- 3 - 5 years of experience in customer service, with experience in a managerial role in an e-commerce or direct-to-consumer environment.
- Proven ability to lead and manage a team in a fast-paced, dynamic setting.
- Strong understanding of customer service software, databases, and tools, e.g. Shopify, Redo, Zendesk, and Shiphero
- Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse individuals and teams.
- Analytical thinker with a proven track record of improving customer service processes and outcomes.
- Commitment to providing high-quality service and promoting customer satisfaction.
- Flexible and adaptable, able to manage multiple priorities and navigate change effectively.
Salary & Perks
- Competitive Salary
- This is a full-time, long-term position.
- The position is immediately available and requires entering into an independent contractor agreement with TLNT.
- Work from home.
- Monday through Friday, 8am to 5pm (+/- 1 hour accepted) - PST.
- Additional perks.
The next step will take you to an application form that requires you to answer some questions and upload your resume in English. Please answer completely so that we can get to know you better.
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