Customer Service Manager (Csm)

Customer Service Manager

Do you thrive in the dynamic world of Customer Service? Are you passionate about resolving customer issues and turning negative experiences into positive ones? Do you possess the leadership skills to empower and motivate a team while tackling challenges head-on? If so, we're looking for YOU!

As our Customer Service Manager, you'll be the heart and soul of our Customer Service team, leading and inspiring a team of dedicated representatives to deliver exceptional service and build positive brand relationships. You'll be a master of conflict resolution, adept at de-escalating irate customers and transforming their experiences into positive outcomes. Beyond that, you'll be a data-driven leader, leveraging analytics to optimize processes and drive continuous improvement.

About our Company

Wallabaga is a thriving online DTC company celebrating over 10 years of delivering happiness, one wag at a time. We curate unique pet brands (such as Bark Potty and DoggieLawn) through multiple online stores, offering innovative niche products primarily focusing on a subscription business model. Join our passionate team and help us continue expanding our reach within the pet industry and beyond.

Key Responsibilities:

Leadership and Team Management

• Hires and trains entry level Customer Services employees.
• Teaches, coaches and provides meaningful feedback in performance evaluations to build capabilities and to drive a culture of high performance and engagement within our Customer Service team.
• Organizes and oversees proper staffing and scheduling of the Customer Service team.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Motivate and coach team members, fostering a positive and supportive work environment.
• Delegate tasks effectively and provide clear direction.
• Address team concerns and resolve conflicts promptly.

Customer Service Excellence:

• Ensure timely and efficient resolution of customer inquiries and complaints.
• Develop and implement Customer Service standards and procedures.
• Monitor Customer Service metrics and identify areas for improvement.
• Be a subject matter expert on company products, services, and policies.
• De-escalate irate customers and navigate challenging situations with empathy and professionalism.
• Foster a culture of customer-centricity within the team.

Data and Analytics:

• Analyze Customer Service data to identify trends and opportunities for improvement.
• Generate reports and presentations to communicate key insights to stakeholders.
• Utilize data to inform decision-making and optimize Customer Service processes.
• Stay up-to-date on industry best practices and emerging trends in Customer Service.

PHYSICAL REQUIREMENTS

• Hearing: Able to listen and speak to exchange information in person or by telephone.
• Reading: Ability to read and understand a variety of documents and printed materials.
• Repetitive motion: Frequent use of hands and fingers.
• Physical: Sitting for long periods of time.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree strongly preferred but not required.
• At least 7+ years’ experience in Customer Service
• 1-3 management experience
• Experience with Loyalty Lion or Smile, Shipstation (or similar), Recharge, Gorgias, Okendo, Attentive, Aircall, Airtable, and Google.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

● Remote (with 5-10% travel)

● Medical

● Dental

● Vision

● Life Insurance

● 401K matching

● Referral Bonus

● Employee Discount

● Paid Holidays

● Vacation

● Sick

● Bereavement

EEO Statement: We are an equal opportunity employer, committed to intentional anti-racism in all areas of our organization and will consider qualified applicants with criminal histories in accordance with the L.A. Fair Chance Initiative Ordinance. Our diverse backgrounds, perspectives, identities, and talents help us thrive

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 5 years (Required)
• E-commerce: 2 years (Required)
• shopify: 1 year (Required)
• Gorgias, Zendesk or similar: 1 year (Required)

Work Location: Remote