Customer Care Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit, train, and mentor a high-performing customer care team.

• Cultivate a positive and collaborative work environment to promote team success.

• Establish SLAs and track team performance using KPIs, providing regular feedback for enhancement.

• Manage the daily operations of the customer care department.

• Address both regular and escalated customer inquiries and complaints through multiple channels (email, phone, chat, social media).

• Create and uphold customer service policies, scripts, and protocols.

• Identify and execute process improvements to boost customer satisfaction and efficiency, including the adoption of self-service and automation systems.

• Collaborate with the operations team and OTM brands to tackle common customer challenges, such as shipping delays or returns.

• Monitor trends in customer feedback and coordinate with merchandising, marketing, and executive teams to share insights that can enhance products, policies, and the overall experience.

• Oversee customer service software (Gladly) tools, ensuring they are optimized for team performance and utilized for automation and self-service.

• Generate and evaluate customer service reports to guide decision-making.

• Act as a brand ambassador by ensuring all communications reflect our values and tone.

• Collaborate with marketing to manage social media comments, reviews, and public inquiries.

• Lead assigned projects that focus on analyzing and resolving key operational issues beyond the typical customer care scope.

• Coordinate with the executive team and work cross-functionally on special projects as they arise.

⛳️ Requirements

• Demonstrated experience as a Customer Service Manager or in a comparable role, preferably within retail eCommerce.

• Strong leadership capabilities with experience in managing remote teams.

• Outstanding communication and interpersonal skills.

• Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly).

• Data-driven mindset with the ability to analyze metrics and make informed decisions.

• A customer-first approach with a flair for creative problem-solving.

• Familiarity with fashion, homewares, and lifestyle products is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional growth and development.

• Employee discounts on products and services.