Ecom Customer Support Manager

At DTCjob.com, we're not yet another job board; we're a private community directly connected with over 200 hot DTC e-commerce companies. We're fundamentally working to build in-house teams for these companies by connecting top-tier talent to the right opportunity 🎯As you apply on DTCjob.com, you fill out one simple, one-time application form. From there, our team takes over. We go through your application and, when we feel that you'll be a good fit, we hook you up directly with the company. You won't have to apply again or constantly dig through job postings; we handle everything to make sure your skills are aligned with the best opportunities. This might take from a few hours up to several weeks. 📈While we do not hire directly on behalf of ourselves, we work with leading DTC brands and agencies to ensure you find a position offering growth, job security, and an engaging work environment 🙏RequirementsResponsibilities:Manage and lead the customer support team, providing guidance and support to ensure high-quality service deliveryAnalyze customer feedback and data to develop insights that inform customer satisfaction strategiesCollaborate with cross-department teams (e.g., sales, marketing, product) to align support efforts with overall business objectives and enhance customer experienceDevelop and implement customer loyalty programs and initiatives that foster long-term relationships with clientsOptimize support operations to improve efficiency and effectiveness, ensuring timely issue resolutionMonitor key performance metrics and service levels to assess team performance and identify areas for improvementConduct regular training sessions for the support team to enhance their skills and knowledge of products and servicesLead initiatives for service process improvement to streamline operations and enhance the customer journeyProvide escalation support for complex customer issues, ensuring swift and effective resolutionQualifications:Proven experience in customer service management or a similar leadership roleStrong analytical skills with the ability to derive data-driven insights from customer feedbackExcellent communication and interpersonal skills, with a focus on building relationships and fostering collaborationExperience in developing customer satisfaction strategies and loyalty programsStrong problem-solving skills and the ability to manage complex customer issues effectivelyTeam leadership experience, with a track record of developing and mentoring staffFluency in Dutch, German, or Polish is highly desirablePreferred Qualifications:Experience in e-commerce or DTC industriesFamiliarity with customer support software and tools (e.g., Zendesk, Freshdesk)Understanding of key performance metrics related to customer service and support operationsBenefits Extensive Network of +200 DTC Brands: Exposure to state-of-the-art strategies, tactics, and processes in the DTC space by our extensive network Verified Companies: We verify each of our companies to ensure they are ready for a hire and can provide you with secure and legitimate opportunities Secure Payments: We verify all of the payment arrangements through us to be secure so you don't have to risk getting scammed. + The average role we place is 30-40% higher in payments compared to those in the market Direct Talent Matching: We handpick the best opportunities according to your profile and directly connect you with companies, cutting down the lengthy process of hunting for a job Community & Networking: In placing, you will be part of a very exclusive community that will grant continued access to connections for limitless networking opportunities Retention Program: Once placed, we go the extra step in making sure you retain the job and have long-term relationships with our clients for further growth and moreWorking with DTCjob.com will be more than just getting a job; it is like landing into an ecosystem that ensures your long-term success in the DTC world 🚀