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Manhead · 2 days ago

Ecommerce Customer Support Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Manhead LLC is a worldwide, full service, merchandise and experiential company creating branded experiences that strengthen the bond between artists and fans. They are seeking a dedicated and experienced Manager, Customer Support to lead their customer service team in providing fast, accurate, and high-quality support across multiple Ecommerce stores.

Media and EntertainmentMusicRetail

Responsibilities

Lead and oversee the Customer Support team, ensuring agents provide timely, accurate, and effective resolutions to customer inquiries

Recruit, train, and manage a team of customer support agents, setting performance expectations and fostering a culture of excellence

Develop and implement customer service policies, procedures, and best practices to improve efficiency and customer satisfaction

Monitor and analyze support metrics, identifying trends and opportunities to enhance service quality

Collaborate with other departments including Ecommerce operations, store managers, production, and marketing to predict & address customer pain points, help identify the root causes of those problems, and recommend solutions

Manage customer escalations and complex support cases, ensuring prompt and professional resolutions

Maintain up-to-date knowledge of industry best practices and emerging technologies in customer support

Ensure Ecommerce stores are compliant with requirements such as cookie permissions, accessibility, and email marketing permissions

Provide support for Ecommerce technology operations including store builds, launches, and app integrations in areas that relate to customer support and customer experience

Qualification

Customer support managementEcommerce operationsCustomer support ticketing platformsShopifyProblem-solvingConflict resolutionOrganizational skillsCommunication skills

Required

Minimum of 5 years of experience in customer support, preferably within ecommerce or retail

Proven experience hiring, training, and managing customer service teams

Experience planning and staffing up for high-traffic events and seasonal volumes

Hands-on experience with customer support ticketing platforms i.e. Gorgias, Zendesk, Freshdesk, Helpscout, Zoho, etc

Ability to work remotely with a high degree of independence and accountability

Comfort with managing teams of remote agents who may work flexible hours including nights and weekends

Excellent problem-solving and conflict-resolution skills

Strong organizational and communication skills with the ability to work cross-functionally

Preferred

Experience with Shopify and Gorgias is a plus, but not required

Company

Manhead

Manhead is a worldwide, full service, merchandise and experiential company catering to the music and entertainment industries with offices in Nashville, New York, and Los Angeles.

Founded in 2007

New York, New York, USA

51-200 employees