Customer Service Manager

Customer Service Manager Job Opportunity
Compensation: Competitive salary (negotiable based on experience)
Hours: Full-time (40 hours per week)

We are seeking a proactive, detail-oriented Customer Service Manager to oversee and optimize our customer service operations. This individual will be responsible for managing policies, systems, and team performance to ensure customer satisfaction while protecting the company's bottom line.

Key Responsibilities:
Policy Management: Fully understand and enforce company policies related to customer service, returns, and refunds.
Gorgias Setup & Optimization: Manage and refine the Gorgias system to streamline customer support processes.
Team Oversight: Supervise customer service agents, ensuring high standards of performance and professionalism.
Returns & Refunds: Make executive decisions on customer refunds and returns, balancing customer satisfaction with financial prudence.
KPI Tracking: Monitor and analyze key performance indicators (KPIs) for the customer service team to identify trends and areas for improvement.
Problem Solving: Handle escalated customer service issues and implement strategies to prevent future occurrences.
Reporting: Provide regular reports on customer service metrics, team performance, and financial impacts.
Requirements
To excel in this role, you must have:

Experience in Customer Service Management: Proven track record in managing customer service operations, policies, and teams.
Gorgias Expertise: Hands-on experience setting up and managing Gorgias or similar customer service platforms.
Strong Decision-Making Skills: Confidence and sound judgment in resolving customer disputes and determining refund/return policies.
Analytical Skills: Ability to track, analyze, and report on KPIs to ensure team effectiveness and cost efficiency.
Communication Skills: Exceptional verbal and written communication for interacting with customers, team members, and stakeholders.
Leadership Ability: Capable of inspiring and holding team members accountable for meeting goals and upholding standards.
How to Apply
To ensure you're the right fit, please include the following in your application:

The word "Leader" at the beginning of your application to confirm you've read the full posting.
A brief description of your experience in customer service management and using Gorgias.
An example of a time you made a critical customer service decision and its outcome.
Your approach to tracking and improving team KPIs.
Applications missing the keyword or required details will not be considered.

We’re looking for a dedicated and experienced individual who thrives in dynamic environments and can drive exceptional results. If this sounds like you, apply today!