Senior Customer Service Manager (Remote)

Are you looking for an opportunity to work at a rapidly growing company? If so, we may be the business for you. We are Omnie! We provide thorough, fast, and high-quality Customer Service for customer-centric, premier ecommerce brands.

We are looking for some who loves to learn new things, have a passion for technology, but most importantly, want to provide world-class Customer Service.

The Senior Customer Service Manager supports our Customer Service activities by directing and overseeing many ecommerce Customer Service programs, working with clients to ensure program success, and developing procedures to enhance productivity and performance.

Because this role balances direct client support with team coordination and oversight, you will frequently serve as a liaison between a brand and it’s agents.

Responsibilities:

• Manage multiple ecommerce Customer Service programs efficiently.
• Provide oversight and guidance to team leads within the Customer Service department.
• Ensure the smooth operation of all Customer Service programs, maintaining high standards of quality and efficiency.
• Monitor and optimize agent productivity to meet or exceed performance targets.
• Drive and maintain positive Customer Satisfaction (CSAT) scores through effective management strategies.
• Ensure agents adhere to schedules and arrive punctually for shifts.
• Prepare and deliver weekly management reports on program performance.
• Coordinate and deliver client reporting on program metrics and achievements.
• Scheduling assistance
• Knowing our client’s brand inside and out so that you can answer questions.
• Providing feedback on the efficiency of the Customer Service process.
• Liaise with clients to ensure changes to the program and communicated and executed.

Requirements:

• Proven experience working with ecommerce brand owners or managers, understanding their unique needs and challenges.
• Demonstrated success in managing ecommerce Customer Service teams, with a track record of achieving or exceeding KPIs.
• Proficiency in Shopify, with a strong understanding of its functionalities and integrations.
• Experience working with Customer Service platforms like Zendesk or Gorgias, including proficiency in leveraging their features to enhance customer support operations.
• Team leadership skills.
• Upbeat, friendly, team-player attitude.
• Ability to stay calm and connect with clients.
• Problem-solving skills.
• Great verbal and written communication skills.
• Conflict resolution.

Why Work Here?

• Make your mark! Expand your skills and fast-track your career within this high growth role and time within the organization.
• Join a team of driven, talented, proven problem-solvers, dedicated to a mission of changing the current landscape of Customer Service.
• Benefits after 3 months.
• Work from home

Job Type: Full Time

Job Location: Remote

Job Type: Full-time

Salary: $65,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Wellness program
• Work from home

Schedule:

• Monday to Friday

Application question(s):

• Do you have experience working with Zendesk or Gorgias?
• Have you managed a team of ecommerce Customer Service agents?
• Describe your management style

Work Location: Remote