高级客户服务经理
Senior Customer Service Manager
高级客户服务中心经理
地点：远程
职位类型：全职
加入一家充满活力的增长营销机构，精准与创意在此交汇
在STERRY，我们不是普通的营销机构——我们是众筹和电子商务成功的助推器。从第一天起，我们就通过以可衡量绩效为基础的策略，帮助客户实现了超过1000万美元的可追踪在线收入。
职位简介
高级客户服务中心经理将领导、协调并扩展整个客户服务中心的所有班次。虽然客户服务中心经理负责日常运营，并在早班和晚班期间指导一线客服人员，但高级客户服务中心经理确保各班次之间的无缝交接，制定部门战略，负责高层KPI，并作为客户支持、物流、质量及高管团队之间的战略桥梁。
主要职责
1. 领导力与团队管理
· 直接监督、指导和评估客户服务中心经理，确保责任均衡、政策执行一致以及全天候运营连续性。
- 解决升级的政策模糊问题、复杂争议或超出班次经理审批权限的问题。
- 标准化班次交接流程，防止工单丢失、社交咨询遗漏或案件所有权分散。
2. 战略、流程与文档
· 负责整体客户服务中心战略、标准操作流程（SOP）和客户服务中心手册，确保所有由经理实施的流程更新在两个班次之间保持标准化。
- 识别运营瓶颈（例如，重复索赔、退款、发货延迟），并建立可扩展的解决方案，以减少工单数量和解决时间。
- 指导人力资源规划、班次排班模型及高峰期、请假和突发增长情况下的覆盖应急计划。
3. 绩效跟踪与KPI/OKR管理
· 将客户服务中心经理的周报整合为可执行的部门级绩效总结，供高管审阅。
- 制定、跟踪并提升部门基准指标：客户满意度（CSAT）、首次响应时间（FRT）、解决时间、质量保证（QA）评分和Shopify退款胜率。
- 监控客服人员的辅导趋势和校准会议，确保两个班次经理的评分一致性。
4. 跨职能协作与产品质量
· 与物流/发货团队每周进行反馈循环，讨论承运商和第三方物流（3PL）履约索赔、发货延迟和在…
查看英文原文
Senior Customer Service Manager
Location: Remote
Job Type: Full-time
Join a dynamic growth marketing agency where precision meets creativity
At STERRY, we're not your average marketing agency—we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.
About the Role
The Senior Customer Service Manager will lead, align, and scale the entire Customer Service department across all shifts. While the CS Managers run day-to-day operations and coach front-line agents during the AM and PM windows, the Senior Customer Service Manager ensures seamless cross-shift handoffs, sets departmental strategy, owns high-level KPIs, and acts as the strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership.
Key Responsibilities
1. Leadership & Team Governance
· Directly supervise, mentor, and evaluate the CS Managers to ensure balanced accountability, consistent policy enforcement, and 24-hour operational continuity.
- Resolve escalated policy ambiguities, complex disputes, or out-of-scope issues that exceed shift manager approval limits.
- Standardize shift-to-shift handoff protocols to prevent dropped tickets, missed social inquiries, or fragmented case ownership.
2. Strategy, Process & Documentation
· Own the overarching CS strategy, standard operating procedures (SOPs), and the CS Handbook—ensuring all process updates implemented by managers remain standardized across both shifts.
- Identify operational bottlenecks (e.g., recurring claims, chargebacks, shipping delays) and build scalable solutions to minimize ticket volume and resolution time.
- Direct workforce planning, shift scheduling models, and coverage contingency plans for peak seasons, leaves, and unexpected spikes.
3. Performance Tracking & KPI/OKR Ownership
· Synthesize weekly reports from CS managers into actionable department-wide performance summaries for executive review.
- Define, track, and elevate department benchmarks: CSAT, First Response Time (FRT), Resolution Time, Quality Assurance (QA) scores, and Shopify chargeback win rates.
- Monitor agent coaching trends and calibration sessions to ensure grading consistency between both shift managers.
4. Cross-Functional Collaboration & Product Quality
· Lead weekly feedback loops with Logistics/Shipping regarding carrier and 3PL fulfillment claims, shipping delays, and inventory inaccuracies.
- Analyze consolidated defect reports, customer complaints, and chargeback trends; deliver root-cause insights to Product, Marketing, and Operations to prevent recurring issues.
- Partner with Social Media/Marketing teams to ensure engagement standards on Meta Business Suite and other public channels are met or exceeded.
What We’re Looking For
·
Education: Bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus—but what truly matters is your leadership mindset and ability to steer high-performing teams. Eagerness to learn is just as valued as experience.
- Experience: 10+ years in Customer Support/Service operations, with at least 8+ years leading managers, shift leads, or multi-shift teams (e-commerce background strongly preferred).
- Technical Proficiency: Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk, etc.), and Google Workspace/Sheets.
- Analytical Skills: Proven ability to turn defect trackers, dispute data, and shift callouts into actionable operational improvements.
- Leadership: Strong track record in leadership coaching, performance management, and conflict resolution across asynchronous or multi-shift teams.
Why Join STERRY?
We’re a global, fast-moving agency that’s obsessed with pushing creative and digital boundaries. You’ll work alongside a diverse and collaborative team, and the support to help you grow.
If you're ready to make an impact and grow your skills in a collaborative environment, we encourage you to apply!Originally posted on Himalayas