Customer Success Manager - E-commerce Startup

Anonymous Employer

Job Summary

Seeking world-class customer success manager for an e-commerce startup based in the US but focused on selling African products.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 1 year

Job Description

Responsibilities :

  • Provide world-class customer service and maintain excellent customer feedback.
  • Resolve customer service issues by clarifying the complaint or question, determining the
  • cause of the problem, selecting and explaining the best solution to solve the problem,
  • expediting correction, and following up to ensure problem resolution.
  • Available during work hours, Monday - Friday from 9AM - 5PM EST, for inbound phone
  • calls, chats, emails and other forms of real time communication with customers.
  • Investigate and follow up on questions/issues to resolve concerns in an accurate and
  • timely manner - ideally in a preemptive manner.
  • Monitor all our social media and digital channels for customer satisfaction issues and
  • address any concerns promptly.
  • Assist with operations when needed - including researching and writing copy for
  • products, monitoring inventory levels, order processing and monitoring of shipments to
  • make sure customers receive their orders promptly.
  • Communicate with shipping and receiving staff to work through all problem orders until
  • they are fully resolved.
  • Willing to go above and beyond to delight and wow our customers.

Requirements :

  • Bachelor’s Degree minimum preferred.
  • 1 - 5 years of customer service experience preferably in e-commerce.
  • Exceptional customer service, communication, and interpersonal skills.
  • Familiarity with platforms such as Magento 2, Shopify, Zendesk and ShipStation.
  • Must have a sense of urgency, efficiency and ability to adapt and multi-task.
  • Able to follow directions and work independently with very little supervision to meet
  • personal KPIs as well as company goals.
  • A genuine interest in African products and willingness to learn more about our market
  • everyday is highly preferred but not required.
  • Flexible and willing to work on other assigned tasks.
  • Experience working successfully in a fully remote environment.

Note:  This is a full-time role in a contract to hire capacity. 

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