Found Description
We are seeking an experienced Customer Service Manager to lead and scale our customer support operations across ecommerce, marketplace, and wholesale channels.
The ideal candidate has experience managing customer service teams, improving processes, tracking KPIs, and driving customer satisfaction in a product-based business.
Important
Applicants must have experience supporting physical products (consumer goods, healthcare products, medical equipment, home improvement products, etc.). Experience limited to SaaS, software, telecom, or service-based industries will not be considered.
Responsibilities
- Lead, coach, and develop customer service team members
- Recruit, onboard, and manage customer service staff
- Improve workflows, SOPs, and operational efficiency
- Establish and monitor KPIs including CSAT, NPS, response times, and resolution rates
- Manage customer escalations and ensure timely resolutio...