Customer Care Manager – eCommerce

Responsibilities Include (but Are Not Limited To)

• Lead the Customer Care team with generosity, bravery, accountability, and transparency.
• Serve customers with kindness, empathy, and compassion.
• Leverage data insights to improve customer experiences and identify new opportunities.
• Monitor performance using KPIs and CSATs, ensuring the team meets or exceeds targets.
• Manage the helpdesk and collaborate with the Customer Care Director to enhance efficiency, automation, and scalability.
• Supervise, train, and coach up to 10 Customer Care Agents
• Drive processes to completion, document updates, and train the team on new procedures.
• Foster a positive, supportive team culture through recognition and open communication.
• Maintain Company knowledge base for agents and customers.
• Handle chargebacks promptly.
• Assist with reporting and data collection.

Qualifications

• Deep understanding of DTC eCommerce processes
• 3+ years of Customer Care Team Leadership Experience in a remote environment
• 3+ years of experience using Shopify or similar platform
• 3+ years of technical experience with eCommerce Customer Care (Shopify, Gorgias, Loop, Netsuite or similar tools).
• Experience with Amazon, Mirakl, and other third-party retailers/retail platforms is a plus.