Ecommerce Customer Service Manager

About the Role : We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership, and helpdesk operations. ​​ Core Tasks : Monitor the inbox to assist customers, answer questions, and escalate issues when needed Act as a point of escalation for difficult customer support scenarios Hold daily/weekly standups with the CX team to review blockers, wins, new info, etc Manage and monitor a team of 7 customer service staff Produce and deliver ongoing, ad-hoc training for the team as needed Produce daily, weekly, and monthly customer service reports Assist the team with troubleshooting issues with account support Proactively look for negative reviews and escalate to brand management Build out role-related SOPs and FAQs for faster and more accurate team responses Assist with other tactical ecommerce-related tasks as needed Must - Haves : 5+ years of experience in an ecommerce CX role (management experience preferred) 3+ years' experience with Gorgias for helpdesk management (or similar tool) Hands-on experience working with a subscription-based business Strong (C-level) verbal and written English communication skills Intermediate skills with Google Sheets/ Excel for basic reporting Familiarity with Slack and Zoom for internal team coordination/communication Ability to work