Role Overview
The E-Commerce Customer Experience Manager is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives. The role involves leading the team, defining and monitoring performance against KPIs, and fostering a continuous improvement mindset.
What You Will Do
Responsibilities include leading the offshore team, defining and monitoring performance, managing customer service capacity, evaluating customer feedback, and documenting customer processes.
Why It Might Be a Fit
The ideal candidate will have experience in online customer service, operations, and leading a team, with proficiency in Microsoft Office and project management experience.
Requirements
- Minimum of 4 years of experience in online customer service or operations
- 2 + years of customer experience and demonstrated experience leading a team
- Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech
- Experience with eCommerce site management tools such as Shopify or other eCommerce platforms
- Call center experience, preferred
- Technical App Support, preferred
Benefits
- Dental insurance
- Vision insurance
- Paid holidays
To apply for this job please visit kith.wd1.myworkdayjobs.com.
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