[ref. d09364820] 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 🎯

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 🙏

Requirements

Responsibilities:

• Team Leadership: Manage, coach, and develop a team of customer support representatives, setting clear performance goals and providing ongoing feedback.
• Process Improvement: Analyze customer service processes and workflows to improve efficiency and customer satisfaction.
• Customer Relations: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Performance Monitoring: Track team performance metrics (e.g., response time, customer satisfaction) and implement improvements as needed.
• Collaboration: Work cross-functionally with product, sales, and operations teams to address customer needs and feedback.
• Training & Development: Organize training programs for new hires and continuous learning for current team members.
• Quality Assurance: Monitor customer interactions to ensure adherence to company standards and service protocols.
• Reporting: Prepare and present regular reports on customer service performance, feedback, and improvement initiatives to senior management.
• Technology & Tools: Oversee the implementation and maintenance of customer service tools (e.g., ticketing systems, chatbots) to optimize support.

Qualifications:

• Education: Bachelor’s degree in Business, Communications, or related field preferred.
• Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a management or supervisory role.
• Skills:
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts efficiently.
• Proficient in customer support software (e.g., Zendesk, Salesforce).
• Data-driven mindset with the ability to analyze metrics and drive improvements.
• Personal Attributes: Empathy, patience, problem-solving orientation, and a customer-first mindset.

• 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 more.

Working 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 🚀