Customer Service Team Manager for Fashion Dropshipping

About Us:
We are a 7-figure dropshipping business delivering trendsetting styles to customers worldwide. Our focus is on providing exceptional customer experiences across various touchpoints. We are looking for a dedicated Customer Service Manager (CS Manager) to lead our customer service team and elevate our customer experience to the next level.

Job Summary:
The Customer Service Manager will oversee the day-to-day operations of our customer service team, ensuring that our agents deliver top-notch support across multiple channels such as HelpScout, WhatsApp, and social media platforms. You will play a key role in improving customer satisfaction by streamlining processes, coaching agents, and handling escalated customer issues.
This role is ideal for someone with experience in e-commerce and dropshipping who understands the unique challenges of managing customer inquiries in a fashion business.

Key Responsibilities:
Lead and manage a remote team of customer service agents across various platforms (HelpScout, WhatsApp, etc.).
Develop and implement SOPs to streamline customer service processes.
Monitor and analyze team performance, ensuring agents meet KPIs like response time, resolution time, and customer satisfaction (CSAT).
Handle escalated customer issues related to order status, shipping delays, and product inquiries.
Collaborate with the supply chain team to resolve supplier-related issues efficiently.
Analyze customer feedback to identify areas for improvement and implement actionable solutions.
Coach and train agents to improve performance and ensure they provide exceptional service.
Prepare performance reports for upper management.

Qualifications:

Must-Have:
2+ years of experience managing a customer service team for DROPSHIPPING environment.
Familiarity with fashion brands and an understanding of customer concerns related to sizes, materials, and returns.
Strong leadership skills with a proven ability to motivate and coach a remote team.
Problem-solving skills to handle escalated customer issues, such as shipping delays, wrong items received, and tracking problems.
Proficiency with HelpScout, WhatsApp Business, and Shopify.
Data-driven mindset with experience monitoring KPIs and creating performance reports.
Excellent written and verbal communication skills.
Customer-centric mindset with a focus on improving the overall customer experience.
Nice-to-Have:
Familiarity with global supplier communication.
Knowledge of return policies and chargeback management.

Key Skills:
Leadership and Team Management
Customer Escalation Management
Process Improvement and SOP Development
Data Analysis and Reporting
Communication and Problem-Solving

What We Offer:
Competitive salary based on experience
Fully remote position with flexible working hours
Opportunity to work with a fast-growing e-commerce business
A collaborative and supportive team environment

How to Apply:
If you are a motivated and experienced customer service professional who is ready to lead a growing team, we want to hear from you!
Reply to this job post and fill out this form: forms.gle/gbBDP7U1srZ95j39A
Only applicants who complete the form will be considered.