Customer Success Manager (E-Commerce)

Position Overview

As an E-commerce Customer Success Manager, you will play a crucial role in ensuring that Aerosoles' online customers receive top-notch service throughout their purchasing journey. Your primary responsibility will be to build and lead a first-class customer service team while leveraging your advanced Gorgias expertise to implement automation, streamline processes, and enhance the overall customer experience. Familiarity with Shopify Plus and Yotpo will also be essential in effectively managing customer interactions across multiple channels. 

Responsibilities

• Customer Service Team Leadership: 

  • Build and lead a high-performing customer service team, responsible for handling customer inquiries, order management, returns, and general support. 

  • Train and mentor team members to ensure they possess the necessary knowledge and skills to deliver exceptional service. 

  • Develop and maintain a positive and collaborative team culture, fostering a customer-centric mindset and a commitment to excellence. 

• Advanced Gorgias Expertise: 

  • Utilize your in-depth knowledge of Gorgias to implement automation, macros, and templates that enhance efficiency and productivity. 

  • Streamline customer service workflows and optimize response times through Gorgias automation features. 

  • Continuously explore and implement new features and capabilities of Gorgias to improve the overall customer service experience. 

• Multichannel Customer Support: 

  • Oversee customer interactions across various channels, including email, live chat, social media, and phone, ensuring consistent and timely responses. 

  • Develop and implement best practices for customer support across all channels, maintaining a high level of professionalism and ensuring a seamless experience.

• Shopify Plus and Yotpo Integration: 

  • Collaborate with the e-commerce team to ensure seamless integration between Gorgias and Shopify Plus, leveraging customer data to personalize interactions and enhance the overall customer journey. 

  • Utilize Yotpo, a customer review and marketing platform, to gather customer feedback and improve customer satisfaction. 

  • Monitor customer reviews and ratings on Yotpo, addressing customer concerns and identifying opportunities for improvement. 

• Performance Monitoring and Reporting: 

  • Monitor key performance indicators (KPIs) for the customer service team, such as response time, resolution rate, customer satisfaction, and NPS (Net Promoter Score).

  • Generate regular reports on customer service performance, analyzing trends, identifying areas for improvement, and making recommendations to enhance the customer experience.

Requirements

• Bachelor's degree in business, marketing, or a related field (or equivalent experience).

• Extensive experience building and leading a customer service team in an e-commerce environment. 

• Advanced expertise in Gorgias, including the ability to set up automation, macros, and templates to streamline workflows. 

• Strong familiarity with Shopify Plus and the ability to integrate Gorgias effectively.

• Experience working with Yotpo or similar customer review and marketing platforms.

• Proven track record of delivering exceptional customer service, meeting or exceeding KPIs.

• Excellent leadership and team management skills, with the ability to motivate and develop team members. 

• Strong analytical and problem-solving abilities, with a focus on continuous improvement.

• Outstanding communication and interpersonal skills, with the ability to interact effectively with customers and cross-functional teams. 

Joining Aerosoles as an Ecommerce Customer Service Manager will offer you an exciting opportunity to shape and lead a first-class customer service team, utilizing advanced Gorgias expertise to elevate the customer experience. If you are passionate about providing exceptional customer service, have a strong background in e-commerce, and thrive in a dynamic environment, we look forward to receiving your application.

Aerosoles asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Aerosoles directly.