Job Description
Job Title: Customer Service Manager
Location: 100% Remote
Must Have: 3+ years CS Management Exp
Salary: $80,000 to $100,000
About the Role:
We are seeking a Customer Service Manager to lead and scale our growing support team while driving efficiency, revenue growth, and exceptional customer experiences. This role is ideal for a tech-savvy, process oriented leader with building CS operations from the ground up in a fast-paced startup environment.
Responsibilities:
Leadership & Team Development
- Build, train, and manage a high-performing customer service team (20+ reps including 3rd party agents).
- Foster a positive, customer-first culture, ensuring motivation and high engagement.
- Set and track performance metrics (OKRs, KPIs) and handle coaching & performance management.
- Oversee multi-channel support (email, chat, phone), ensuring efficient workload distribution.
Process Optimization & AI Implementation
- Lead the adoption of AI-driven tools (e.g., chatbots, automation) to enhance efficiency and reduce manual workload (>30% automation in 6 months).
- Optimize ticketing and collaboration systems (e.g., Gorgias, Slack, Excel, CRM tools).
- Analyze customer data to refine processes, improve AI resolution rates, and enhance self-service resources.
Customer Experience & Revenue Growth
- Improve CSAT, NPS, and AI/chatbot performance, ensuring high-quality support and issue resolution.
- Develop proactive customer education resources to reduce inbound tickets.
- Implement revenue-driving initiatives (upselling, cross-selling) within customer interactions.
Qualifications:
- 5+ years in customer service, with at least 3 years in leadership managing large teams.
- Experience with eCommerce platforms (Shopify), 3PL systems, and AI-driven CS tools.
- Proven success in scaling CS operations, improving efficiency, and driving automation.
- Strong analytical skills, with a data-driven approach to decision-making.
- Strong technical skills: Experience optimizing customer service tech stack (e.g., Ticketing system, Collaboration tools, CRM) and integrating AI into workflows.