11 часов назад
E-Commerce Customer Experience Manager (Ecommerce)
85 000 - 105 000$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
E-Commerce Customer Experience Manager (Ecommerce): Leading an e-commerce customer service team and optimizing customer support operations with an accent on KPI management, capacity planning, issue analysis, and cross-functional coordination. Focus on improving customer experience across chat, app, social, phone, and email channels, maintaining workflows and knowledge bases, and resolving order, refund, carrier, and complaint issues.
Location: HQ - Williamsburg, Brooklyn, New York; 100% on-site
Salary: $85,000–$105,000 annually
Company
is a New York City lifestyle brand and specialty retailer offering apparel, accessories, footwear, restaurants, and community-focused initiatives through retail and e-commerce channels.
What you will do
- Lead the e-commerce customer service team lead and representatives, including chat, app, social, phone, and email support.
- Define and monitor KPIs, manage service capacity during peak seasons, and drive continuous improvement initiatives.
- Analyze customer feedback, recurring issues, trends, and quality data to improve the customer experience.
- Document and maintain customer service processes, workflows, and knowledge base articles.
- Support order processing, refunds, order completion, employee and partner orders, and customer complaint resolution.
- Collaborate with internal departments, leadership, carriers, and cross-border partners to resolve fulfillment and delivery issues.
Requirements
- At least 4 years of experience in online customer service or operations.
- At least 2 years of customer experience and demonstrated team leadership experience.
- Experience with CRM, e-commerce, chat, app support, and emerging customer service technologies.
- Experience with Shopify or other e-commerce site management platforms.
- Intermediate or better proficiency in Microsoft Word, Excel, and PowerPoint.
- Strong project management, cross-functional collaboration, adaptability, and ability to work in a fast-paced environment.
Nice to have
- Call center experience.
- Technical app support experience.
Culture & Benefits
- Work is fully on-site at the Williamsburg headquarters.
- Emphasis on attention to detail, innovation, empathy, ethics, and shared cross-functional decision-making.
- Opportunity to support a global lifestyle brand with boutiques, shop-in-shops, restaurants, and e-commerce operations.
- Equal employment opportunity is provided to qualified applicants.
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