Customer Service Manager
Prepared Hero, Mexico
Job Description
GTM Brands is looking for a full-time remote exceptional Customer Service Manager to join our team.
We’re a close-knit team of 26 who are doing big things in the Ecommerce space serving +100,000 customers each year and are in the top 1% of Ecommerce brands online (revenue).
The Customer Service Manager will head a world-class CS team that will lead and nurture and support every team member by providing the environment, information, tools, training and habits they need to solve customers problems and exceed their expectations.
Requirements
You’re Perfect If You Have/Are
- 3 Years Experience as CS Manager with e-commerce experience managing email and phone (inbound and outbound) for a team of 10+ agents email and phone agents.
- Fluent verbal and written English;
- Experience with goal setting and leading teams.
- Silk in an Iron Glove: Knows how to be kind without being weak with team and customers;
- Empathetic. Knows how to understand a customers pain and make them feel heard;
- Big picture: Understands their decisions in the wider business case;
- Organized: Is able to focus objectives and keep the team focused on objectives;
- Results oriented;
- High standard of achievement and integrity;
- Experience in working in a remote setting;
- Team player, able to take on feedback and implement it quickly to achieve greater results.
- Set, demand and demonstrate team culture and values;
- Build process and team to zero tickets daily (first response lt;1 hour);
- Turn every team member into a ninja of our internal tools and processes (OKR’s);
- Use case study iterative method to improve responses and solutions (email and phone);
- Turn CS into a profit center;
- Empower CS agents to solve problems and take initiative with actions that serve all stakeholders;
- Build amp; train inbound and outbound call teams;
- Manage and minimize disputes;
- Network with other CS teams to adopt and share best practices.
This is how you’ll be measured (measured for team and individuals):
- Customer Satisfaction Rate
- First Response Time
- Resolution Time
- Abandoned Checkouts and Revenue Recovered
- Dispute Rate
- Dispute Rate Win Rate
- Professional development. How well you’re leveraging new technology, networking and growing.
Benefits
What’s In It For You
Your work will matter because it will directly influence 1000’s of customers. Your team will depend on you. You will be challenged to grow with goals and given the support to achieve them. You will be part of a team that is in the top 1% of Ecommerce brands in the world. Compensation below.
Compensation and Benefits:- Full time position with monthly salary paid once or twice a month. Salary in USD and based on experience and skill.
- Fully remote position. Work from where you can be in a state of flow and collaborate with your team on Slack, Skype and video calls.
- Paid time off + Statutory holidays.
- End of year bonus.
- Wellness amp; workspace budget of $1,000 dollars per year. This budget can be used for: health insurance, gym subscription, audiobooks or hardware for your computer set-up.
- Flexible working schedule.
Working Hours
This is a full time position.
You will be required to coordinate with the rest of the team for at least 4-5 hours per day in the EST time zone. For the rest of the schedule you can login earlier or later depending on your preference.
Working/Company Time Zone: EST time zone
What’s The Company Like?
Company Size:
20-25 employees
Locations:
United States, Canada, Europe, South amp; South East Asia
Who You’ll Report To:
OPS Manager
Together we:
- Serve mainly English speaking audiences in the safety amp; security niche.
- Deliver an inspiring discovery and buying experience with our brands.
- Partner with the right people to supercharge each other's objectives, growth and fulfillment.
Our Values
We
- Continually improve. We are committed to learn from past results and continuously improve.
- Vision amp; Leadership. We use company wide Objectives and Key Results to share where we are going so everyone is rowing together and in the same direction.
- Fun amp; Friendly. We have a fast-paced, fun and friendly environment.
- Integrity. Acting with strong ethics.
- Communication. Everyone understands that communication is top priority and nobody is afraid to ask questions or speak up.
- Honesty. Acting in a transparent, trustworthy manner.
- Accountability. Accepting responsibility for your actions (and inactions) to build trust.
- Promise