[Hiring] Customer Care Manager @Over The Moon

Role Description

• Recruit, train, and mentor a high-performing customer care team.
• Foster a positive and collaborative work environment to ensure team success.
• Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement.
• Oversee day-to-day operations of the customer care department.
• Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media).
• Develop and maintain customer service policies, scripts, and protocols.
• Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self-service and automation systems.
• Collaborate with the operations team and OTM brands to address common customer pain points, such as shipping delays or returns.
• Monitor customer feedback trends and liaise with merchandising, marketing, and exec teams to share insights that can improve products, policies, and overall experience.
• Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self-service.
• Generate and analyze customer service reports to inform decision-making.
• Serve as a brand ambassador by ensuring all communications reflect our values and tone.
• Work with marketing to address social media comments, reviews, and public queries.
• Take lead on assigned projects focusing on analyzing and solving key operational issues outside of the typical customer care remit.
• Liaise with the executive team and work cross-functionally on special projects as they are assigned.

Qualifications

• Proven experience as a Customer Service Manager or in a similar role, preferably in retail eCommerce.
• Strong leadership skills with experience managing remote teams.
• Exceptional communication and interpersonal skills.
• Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly).
• Data-driven with the ability to analyze metrics and make informed decisions.
• A customer-first mindset with a knack for creative problem-solving.
• Knowledge of fashion, homewares, and lifestyle products is a plus.