Ecommerce Customer Support Manager

About the role

• Manhead LLC is seeking a dedicated and experienced Manager, Customer Support to lead our customer service team in providing fast, accurate, and high-quality support across multiple Ecommerce stores. The ideal candidate will have a strong background in managing customer support teams, optimizing support processes, and ensuring top-tier service for customers. Experience with Ecommerce store technology and operations is a plus.

What you'll do

• Lead and oversee the Customer Support team, ensuring agents provide timely, accurate, and effective resolutions to customer inquiries.
• Recruit, train, and manage a team of customer support agents, setting performance expectations and fostering a culture of excellence.
• Develop and implement customer service policies, procedures, and best practices to improve efficiency and customer satisfaction.
• Monitor and analyze support metrics, identifying trends and opportunities to enhance service quality.
• Collaborate with other departments including Ecommerce operations, store managers, production, and marketing to predict & address customer pain points, help identify the root causes of those problems, and recommend solutions.
• Manage customer escalations and complex support cases, ensuring prompt and professional resolutions.
• Maintain up-to-date knowledge of industry best practices and emerging technologies in customer support.
• Ensure Ecommerce stores are compliant with requirements such as cookie permissions, accessibility, and email marketing permissions.
• Provide support for Ecommerce technology operations including store builds, launches, and app integrations in areas that relate to customer support and customer experience.

Qualifications

• Minimum of 5 years of experience in customer support, preferably within ecommerce or retail.
• Proven experience hiring, training, and managing customer service teams.
• Experience planning and staffing up for high-traffic events and seasonal volumes.
• Hands-on experience with customer support ticketing platforms i.e. Gorgias, Zendesk, Freshdesk, Helpscout, Zoho, etc.
• Ability to work remotely with a high degree of independence and accountability.
• Comfort with managing teams of remote agents who may work flexible hours including nights and weekends.
• Excellent problem-solving and conflict-resolution skills.
• Strong organizational and communication skills with the ability to work cross-functionally.
• Experience with Shopify and Gorgias is a plus, but not required.