客户服务经理
Customer Service Manager
我们客户是一家在美国有强大影响力的国际电子商务公司，正在寻找一位经验丰富的主动型客户服务经理，以领导并扩大其远程客户服务团队。
这是一份全职远程职位，要求一位亲力亲为的领导者，能够建立高效的客户服务运营，管理并指导客户服务专员团队，并在面向消费者的电子商务环境中确保卓越的全流程客户体验。
公司简介
该公司致力于通过创新且以安全为先的蹦床改变家庭娱乐。由父母创立，服务于父母，其使命是打造高品质蹦床，为全球家庭带来欢乐和安心。
作为一家自有物流和配送网络的直销品牌，公司非常重视客户教育、售后支持以及与产品组装和安装相关的技术支持。卓越的客户服务是核心价值观，配有全面的保修，包括自然灾害保护。
此职位适合那些擅长建立结构化流程、享受优化系统，并在电商领域有深入经验，支持技术复杂的自装产品的候选人。
主要职责
- 领导、管理和指导远程客户服务专员团队。
- 设计、实施并持续改进客户服务流程、政策和标准操作程序（SOP）。
- 负责完整的客户服务生命周期：售前咨询、订单管理、运输问题、交付协调、保修、退换货及安装后支持。
- 建立并优化处理与产品组装、缺失或损坏零件及安装挑战相关的技术支持案例的流程。
- 作为复杂、敏感或高优先级客户问题的升级处理点。
- 与运营、物流、仓库和产品团队紧密合作，高效解决交付和技术问题。
- 使用关键绩效指标（KPI）（问题解决时间、工单积压、质量评分等）监控团队表现，并实施改进措施。
- 确保团队内准确且一致地使用客户关系管理（CRM）系统，进行报告和文档记录。
- 识别重复出现的客户问题，并主动提出产品、文档或流程改进建议。
- 对团队进行沟通标准、情绪缓解技巧和技术产品知识的培训。
- 在内部代表客户的声音，并
查看英文原文
Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive Customer Service Manager to lead and scale its remote Customer Care team.
This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment.
About the company
The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere.
As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection.
This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce.
Key Responsibilities
- Lead, manage, and mentor a remote team of Customer Care Specialists.
- Design, implement, and continuously improve customer service workflows, policies, and SOPs.
- Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support.
- Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges.
- Act as an escalation point for complex, sensitive, or high-priority customer issues.
- Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently.
- Monitor team performance using KPIs (issue resolution time, ticket backlog, quality scores, etc.) and implement improvements.
- Ensure accurate and consistent CRM usage, reporting, and documentation across the team.
- Identify recurring customer issues and proactively suggest product, documentation, or process improvements.
- Train the team on communication standards, de-escalation techniques, and technical product knowledge.
- Represent the customer voice internally and advocate for an excellent customer experience at all levels.
Requirements
- Proven experience as a Customer Service Manager / Customer Support Manager in e-commerce.
- Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery.
- Strong background in technical customer support for products that require home assembly or installation (e.g., furniture, fitness equipment, electronics, outdoor equipment, etc.).
- Demonstrated ability to build, document, and scale customer service processes and systems.
- Previous people management experience (leading, coaching, and developing support teams).
- Fluent English with strong verbal and written communication skills (US market).
- Deep understanding of CRM platforms, ticketing systems, and call management tools.
- Highly organized, analytical, and process-driven mindset.
- Calm, empathetic leader with excellent problem-solving and decision-making skills.
- Comfortable working in a fast-paced, growing e-commerce environment.
Nice to Have
- Experience working with Amazon FBM Company
- Experience working with warranty claims and replacement parts processes.
- Experience scaling customer support teams in growing startups.
Our Benefits
- Work for a market-proven, fast-growing e-commerce company.
- Competitive salary based on experience.
- Fully remote work.
- High level of ownership and influence over customer service operations.
- Supportive, collaborative work environment.
- Opportunity to build and lead a customer service system with real impact.
Originally posted on Himalayas