Customer Service Manager (CSM)

Since 1973, Vida Shoes International, Inc. has been committed to becoming a global leader in the footwear industry. We are dedicated to designing, producing, and marketing quality branded footwear using our expansive international resources. Our wealth of knowledge stems from the diversity of brands and successful products we have produced year after year.

Job Title: Customer Service Manager

Summary:

The Customer Service Manager is responsible for hiring and managing the customer service team, including supervisors and representatives, while ensuring high-quality customer interactions and team performance. This role involves scheduling, resolving escalations, providing training, and handling service issues beyond agent capability. The CSM will also oversee team operations, implement service policies, and address customer concerns in alignment with company objectives.

Key Responsibilities (including but not limited to):

• Oversee daily customer service operations to ensure a seamless and positive customer experience.
• Optimize customer service systems and processes in collaboration with cross-functional teams, ensuring efficient platform functionality and proactively resolving service disruptions.
• Collaborate with the Senior Manager of Operations & Customer Service to implement policies and procedures that enhance service efficiency and align with company goals.
• Manage escalations and resolve complex customer issues while mediating team conflicts as necessary to maintain a productive work environment.
• Lead and develop the customer service team through training, coaching, and ongoing professional development in best practices and service excellence.
• Monitor and analyze team performance using Gorgias metrics (such as response time, resolution rates, and CSAT scores) and company quality assurance processes, providing regular reports with insights and recommendations for continuous improvement.
• Maintain organized records of customer interactions and service data to drive operational improvements.
• Ensure a professional and efficient workspace and workflow.

Qualifications:

• Strong customer service expertise with a focus on assessing customer needs and providing effective solutions.
• Ability to analyze data and sales statistics, translating insights into improved service strategies.
• Excellent verbal and written communication skills in English (speaking, reading, writing); proficiency in phone communication and operating phone systems.
• Relevant skills: leadership, conflict resolution, problem-solving
• Education: High school diploma or equivalent required; bachelor’s degree in business administration or a related field preferred.

Experience:

• 3+ years in customer service (e-commerce experience preferred).
• 5+ years in a managerial and/or supervisory role.
• Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Shopify, Shopify+, and Gorgias.
• Reliable internet connection and a personal computer.
• Ability to work Eastern Standard Time (EST) schedule.

Job Details:

• Salary: $1,000-$1,500 per month.
• Growth Potential: Opportunities for advancement.
• Work Location: Remote.
• Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST.