E-Commerce Customer Experience Manager
USA, Remote-Hybrid
70 - 90K based on experience
Position Overview
We are seeking a dynamic and experienced Head of Customer Service & Experience with a proven track record in managing customer service operations for Shopify, Amazon, and TikTok platforms. This leadership role is critical for enhancing the customer journey, maintaining exceptional service standards, and driving customer satisfaction and retention through proactive and innovative leadership.
Key Responsibilities
Customer Outreach & Engagement- Lead customer outreach initiatives, ensuring timely and effective communication.
- Address customer concerns, inquiries, and feedback promptly and efficiently.
Team Leadership- Manage and mentor a remote team of customer service agents based in the Philippines.
- Foster a high-performing, motivated team culture through coaching and development.
Performance Monitoring- Oversee and improve key customer service metrics, including response rates, satisfaction scores, and resolution times.
- Leverage data insights to drive continuous improvement in service delivery.
Quality Assurance- Ensure communications align with brand voice and quality standards.
- Review and refine customer interactions for tone, accuracy, and resolution effectiveness.
Customer Journey Management- Oversee the customer journey across Shopify, Amazon, and TikTok platforms, ensuring positive experiences at every touchpoint.
- Manage post-purchase interactions to build long-term customer loyalty.
Cross-Functional Collaboration- Work closely with brand managers to integrate customer feedback into product, service, and marketing strategies.
- Share customer insights to align customer service with broader business goals.
Process Improvement & Reporting- Identify opportunities to enhance customer experiences and streamline workflows.
- Provide detailed reports on service performance, customer feedback, and actionable insights to senior leadership.
Qualifications
- Proven leadership experience in customer service or customer experience roles, especially with Shopify, Amazon, and TikTok platforms.
- Strong understanding of customer service metrics, KPIs, and quality assurance practices.
- Experience managing and mentoring remote teams, preferably offshore.
- Exceptional communication and interpersonal skills for internal and external interactions.
- Familiarity with customer service software, CRM systems, and analytics tools (Zendesk proficiency is a plus).
- Experience in e-commerce environments with a focus on digital customer journeys.
- Passion for delivering customer-centric solutions and exceptional experiences.
Email Resume: Joel@maiplacement.com
https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526