Monitor the inbox to assist customers, answer questions, and escalate issues when needed
Act as a point of escalation for difficult customer support scenarios
Hold daily/weekly standups with the CX team to review blockers, wins, new info, etc
Manage and monitor a team of 7 customer service staff
Produce and deliver ongoing, ad-hoc training for the team as needed
Produce daily, weekly, and monthly customer service reports
Assist the team with troubleshooting issues with account support
Proactively look for negative reviews and escalate to brand management
Build out role-related SOPs and FAQs for faster and more accurate team responses
Assist with other tactical ecommerce-related tasks as needed
5+ years of experience in an ecommerce CX role (management experience preferred)
3+ years' experience with Gorgias for helpdesk management (or similar tool)
Hands-on experience working with a subscription-based business
Strong (C-level) verbal and written English communication skills
Intermediate skills with Google Sheets/ Excel for basic reporting
Familiarity with Slack and Zoom for internal team coordination/communication
Ability to work full-time EST
Background in the supplements vertical (or similar)
1+ years' experience with Monday (or similar PM tool)
Originally posted on Himalayas