Olive Tree People, Inc. seeks a dynamic and experienced Customer Service Support Manager for our LA Team. In this role, you will lead our customer support operations, striving to elevate customer satisfaction and loyalty through efficient and empathetic service. Your responsibilities will include analyzing service metrics to identify trends and opportunities for improvement and collaborating with departments like digital marketing, logistics, and sourcing to integrate customer feedback into comprehensive business strategies. This position is crucial for developing and implementing initiatives that enhance customer satisfaction in the support department and across the entire Olive Tree People, Inc. experience.
Main Responsibilities for Customer Service Support Manager:
- Lead and enhance the customer support team's performance to elevate customer satisfaction and loyalty.
- Identify key customer interaction points, categorize customer needs, and implement targeted support strategies.
- Regularly review and optimize Olive Tree People, Inc. customer interaction processes.
- Establish customer service standards and protocols to ensure a high-quality customer experience.
- Utilize CRM tools for managing and monitoring customer support initiatives.
- Monitor and guide the customer support team to maintain high service standards.
- Acquire talent and conduct training for customer support staff.
- Attend professional development events to enhance expertise in customer support management.
Additional Responsibilities:
- Partner with digital marketing for strategies on customer retention and loyalty improvement.
- Analyze product feedback from support interactions and share insights with product and inventory planning teams.
- Report website issues identified through customer feedback to the web development team promptly.
Required skills for Customer Support Manager:
- Minimum 5 years of experience in customer support management, preferably in retail or a related industry.
- Proven track record in managing end-to-end customer support operations, including strategy, design, and implementation.
- Strong organizational, verbal, presentation, and written communication skills.
- Ability to lead independently and collaborate effectively with executives and various team members.
- High proficiency in Zendesk and CRM tools.
- Strong Shopify knowledge.
Job Types: Full-time, Contract
Pay: $65,000.00 - $75,000.00 per year
Benefits:
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Customer support: 5 years (Required)
- Team development: 3 years (Preferred)
- Sales: 5 years (Required)
- Team management: 5 years (Required)
- E-commerce: 3 years (Preferred)
Ability to Relocate:
- Venice, CA 90291: Relocate before starting work (Required)
Work Location: In person