Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive Customer Service Manager to lead and scale its remote Customer Care team.
This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment.
About the company
The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere.
As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection.
This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce.
Key Responsibilities
- Lead, manage, and mentor a remote team of Customer Care Specialists.
- Design, implement, and continuously improve customer service workflows, policies, and SOPs.
- Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support.
- Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges.
- Act as an escalation point for complex, sensitive, or high-priority customer issues.
- Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently.
- Monitor team performance using KPIs (issue resolution time, ticket backlog, quality scores, etc.) and implement improvements.
- Ensure accurate and consistent CRM usage, reporting, and documentation across the team.
- Identify recurring customer issues and proactively suggest product, documentation, or process improvements.
- Train the team on communication standards, de-escalation techniques, and technical product knowledge.
- Represent the customer voice internally and advocate for an excellent customer experience at all levels.
Requirements
- Proven experience as a Customer Service Manager / Customer Support Manager in e-commerce.
- Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery.
- Strong background in technical customer support for products that require home assembly or installation (e.g., furniture, fitness equipment, electronics, outdoor equipment, etc.).
- Demonstrated ability to build, document, and scale customer service processes and systems.
- Previous people management experience (leading, coaching, and developing support teams).
- Fluent English with strong verbal and written communication skills (US market).
- Deep understanding of CRM platforms, ticketing systems, and call management tools.
- Highly organized, analytical, and process-driven mindset.
- Calm, empathetic leader with excellent problem-solving and decision-making skills.
- Comfortable working in a fast-paced, growing e-commerce environment.
Nice to Have
- Experience working with Amazon FBM Company
- Experience working with warranty claims and replacement parts processes.
- Experience scaling customer support teams in growing startups.
Our Benefits
- Work for a market-proven, fast-growing e-commerce company.
- Competitive salary based on experience.
- Fully remote work.
- High level of ownership and influence over customer service operations.
- Supportive, collaborative work environment.
- Opportunity to build and lead a customer service system with real impact.
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