Job Opportunities API

Something Inked - eCommerce Account & Customer Service Manager eCommerce Account & Customer Service Manager eCommerce Account & Customer Service Manager Fully Remote Description Essential Duties and Responsibilities (Account Manager): • Setup of Shopify Accounts • Product building in Shopify • Digital inventory management (i.e. adjusting inventory quantities on Shopify and/or spreadsheets and other inventory management software) • Work with internal teams to accomplish sales goals via eCommerce • Work with clients to manage and upkeep webstore functionality • Perform job functions with consistency and regularity, minimizing quality issues. • Following company guidelines to help streamline ecommerce processes from start to finish Essential Duties and Responsibilities (Customer Service Manager): • Team Supervision & Quality Control • Ticket Auditing: Regularly review team responses in Zendesk (or your CRM) to ensure they meet the "kind and professional" brand standards. • Escalation Management: Act as the final point of contact for "irate" customers or complex refund/exchange issues that the general CS staff cannot resolve. • Daily Queue Management: Monitor ticket volume to ensure the team is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches. 2. Strategic Communication & Client Health • Brand Voice Alignment: Work with clients to create or update "Brand Voice" guides so the CS team knows exactly how to represent each unique store. • Proactive Messaging: Lead the "Group Emailing" strategy for order delays or shipping updates, ensuring customers are informed before they have to ask. • Reputation Monitoring: Monitor social media comments or review platforms associated with client stores to protect their digital reputation. 3. Operational Coordination • Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential "out of stock" risks. • Cross-Department Liaison: Meet with the Fulfillment and Account Management teams to align CS reality with warehouse capacity (e.g., "We told customers 3 days, but the warehouse is 5 days • behind"). • Order Edit Oversight: Oversee the "Order Management" workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies. 4. Process Optimization (The "SOP" Builder) • Template Creation: Build and maintain "Macro" responses (templates) for the team to speed up response times while maintaining quality. • Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to "solve the problem at the root." Requirements Key Performance Indicators (KPIs) • Average Response Time: Maintaining the team average under the 24–48 hour mark. • CSAT (Customer Satisfaction): Ensuring high ratings on ticket resolutions. • Error Rate: Minimizing mistakes in refunds, exchanges, and order edits. Essential Soft Skills for the Lead • Conflict De-escalation: The ability to turn a negative customer experience into a positive one. • Decisiveness: Knowing when to issue a full refund vs. a discount code to protect the client’s bottom line. • Mentorship: A desire to coach junior CS members on how to communicate more effectively.