6 дней назад
CX / Support Manager (Ecommerce)
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
CX / Support Manager (Ecommerce): Leading L1 and L2 support operations for a global collectibles platform with an accent on people management, queue health, escalation handling, and support economics. Focus on building coverage systems, resolving Level 3 payment and churn-risk cases, developing agents, and improving CSAT, SLA adherence, FCR, and retention.
Location: Remote; work from anywhere in the world
Company
builds Boxed.gg, a collectibles platform that combines digital entertainment with tangible rewards and serves a global collector community.
What you will do
- Manage hourly support agents across L1 and L2, including performance reviews, development plans, coaching, retention, and disciplinary conversations.
- Manage the Support Lead as a functional partner and direct report.
- Own daily queue health, SLA adherence, workload distribution, shift coverage, schedules, and handoff structures across evenings, overnights, and weekends.
- Handle Level 3 escalations involving payment disputes, churn-risk collectors, repeat contacts, and cases beyond Support Lead authority.
- Use reporting and operational data to improve customer experience, retention, churn, revenue, and support economics.
- Coordinate with product, fulfilment, risk, and senior leadership on CX issues, staffing, and operational improvements.
Requirements
- 2–4 years of experience in a high-volume customer support environment, including at least 1 year in formal people management or a senior lead capacity.
- Proven experience managing performance, development, and retention for hourly support agents.
- Strong knowledge of payments, fraud signals, escalation handling, and marketplace or platform support.
- Experience with Intercom, Zendesk, or Gorgias and related reporting tools.
- Ability to build schedules, coverage plans, and handoff structures independently and own outcomes when senior leadership is unavailable.
- Working knowledge of cost per contact, deflection rates, AHT, and FCR.
Nice to have
- Background in gaming, collectibles, ecommerce, or marketplace platforms.
- Experience supporting VIP or high-touch customer segments.
- Familiarity with crypto or Web3 withdrawals and wallet concepts.
- Experience managing a team through rapid growth or operational restructuring.
Culture & Benefits
- Remote-first environment with high autonomy, low ego, and trust-based work practices.
- Community-first product serving more than 1 million collectors and an active Discord community.
- Opportunity to support product expansion, strategic partnerships, and new collector experiences.
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