Customer Service Manager Jobs

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…

• Fluent verbal and written English;
• Team player, able to take on feedback and implement it quickly to achieve greater results
• Organized: Is able to focus objectives and keep the team focused on objectives;
• Silk in an Iron Glove: Knows how to be kind without being weak with team and customers;
• Big picture: Understands their decisions in the wider business case;
• 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
• Experience in working in a remote setting;
• Experience with goal setting and leading teams
• High standard of achievement and integrity;
• Results oriented;
• Empathetic. Knows how to understand a customers pain and make them feel heard;

💻 - What We Want You To Do

• Turn CS into a profit center;
• Network with other CS teams to adopt and share best practices
• Empower CS agents to solve problems and take initiative with actions that serve all stakeholders;
• Build & train inbound and outbound call teams;
• Use case study iterative method to improve responses and solutions (email and phone);
• Set, demand and demonstrate team culture and values;
• Build process and team to zero tickets daily (first response <1 hour);
• Manage and minimize disputes;
• Turn every team member into a ninja of our internal tools and processes (OKR’s);

🎯 Job ScoreCard
This is how you’ll be measured (measured for team and individuals):

• Professional development. How well you’re leveraging new technology, networking and growing
• Dispute Rate Win Rate
• Abandoned Checkouts and Revenue Recovered
• First Response Time
• Resolution Time
• Dispute Rate
• Customer Satisfaction Rate

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
• Paid time off + Statutory holidays
• End of year bonus
• Wellness & 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
• 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

⏰ 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 & South East Asia
Who You’ll Report To:
OPS Manager
Together we:

• Partner with the right people to supercharge each other's objectives, growth and fulfillment
• Deliver an inspiring discovery and buying experience with our brands
• Serve mainly English speaking audiences in the safety & security niche

“Our Values”
❤️ We…

• Communication. Everyone understands that communication is top priority and nobody is afraid to ask questions or speak up
• Integrity. Acting with strong ethics
• Continually improve. We are committed to learn from past results and continuously improve
• Vision & 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
• Honesty. Acting in a transparent, trustworthy manner
• Promise to Customers. Staying true to the words we speak and the bonds we make
• Accountability. Accepting responsibility for your actions (and inactions) to build trust
• Quality. Maintaining the highest standards
• Teamwork. Creating something greater than ourselves as individuals
• Fun & Friendly. We have a fast-paced, fun and friendly environment

📝 Our Interview Process

• 1-on-1 video interview with HR
• Click Apply
• 1-on-1 video interview with Hiring Manager
• You might be asked to complete a short test task

🚨 Disclaimer
Let’s be honest. You’re more than interested in this job if you’ve made it this far. So, one last thing you should know before you apply. What we’re actually looking for is just great skilled people who know how to be human when working in a team.
So if you’re a genuinely great person, considerate towards others, flexible, ready to grow and if your skills are a match, we’d love to get to know you better. Apply right now!