Ecom Customer Support Manager

At DTCjob.com, we're not yet another job board; we're a private community directly connected with over 200 hot DTC e-commerce companies. We're fundamentally working to build in-house teams for these companies by connecting top-tier talent to the right opportunity 🎯

As you apply on DTCjob.com, you fill out one simple, one-time application form. From there, our team takes over. We go through your application and, when we feel that you'll be a good fit, we hook you up directly with the company. You won't have to apply again or constantly dig through job postings; we handle everything to make sure your skills are aligned with the best opportunities. This might take from a few hours up to several weeks. 📈

While we do not hire directly on behalf of ourselves, we work with leading DTC brands and agencies to ensure you find a position offering growth, job security, and an engaging work environment 🙏

Requirements

Responsibilities:

• Manage and lead the customer support team, providing guidance and support to ensure high-quality service delivery.
• Analyze customer feedback and data to develop insights that inform customer satisfaction strategies.
• Collaborate with cross-department teams (e.g., sales, marketing, product) to align support efforts with overall business objectives and enhance customer experience.
• Develop and implement customer loyalty programs and initiatives that foster long-term relationships with clients.
• Optimize support operations to improve efficiency and effectiveness, ensuring timely issue resolution.
• Monitor key performance metrics and service levels to assess team performance and identify areas for improvement.
• Conduct regular training sessions for the support team to enhance their skills and knowledge of products and services.
• Lead initiatives for service process improvement to streamline operations and enhance the customer journey.
• Provide escalation support for complex customer issues, ensuring swift and effective resolution.

Qualifications:

• Proven experience in customer service management or a similar leadership role.
• Strong analytical skills with the ability to derive data-driven insights from customer feedback.
• Excellent communication and interpersonal skills, with a focus on building relationships and fostering collaboration.
• Experience in developing customer satisfaction strategies and loyalty programs.
• Strong problem-solving skills and the ability to manage complex customer issues effectively.
• Team leadership experience, with a track record of developing and mentoring staff.
• Fluency in Dutch, German, or Polish is highly desirable.

Preferred Qualifications:

• Experience in e-commerce or DTC industries.
• Familiarity with customer support software and tools (e.g., Zendesk, Freshdesk).
• Understanding of key performance metrics related to customer service and support operations.

Benefits

- Extensive Network of +200 DTC Brands: Exposure to state-of-the-art strategies, tactics, and processes in the DTC space by our extensive network.

- Verified Companies: We verify each of our companies to ensure they are ready for a hire and can provide you with secure and legitimate opportunities.

- Secure Payments: We verify all of the payment arrangements through us to be secure so you don't have to risk getting scammed. + The average role we place is 30-40% higher in payments compared to those in the market.

- Direct Talent Matching: We handpick the best opportunities according to your profile and directly connect you with companies, cutting down the lengthy process of hunting for a job.

- Community & Networking: In placing, you will be part of a very exclusive community that will grant continued access to connections for limitless networking opportunities.

- Retention Program: Once placed, we go the extra step in making sure you retain the job and have long-term relationships with our clients for further growth and more.

Working with DTCjob.com will be more than just getting a job; it is like landing into an ecosystem that ensures your long-term success in the DTC world 🚀