Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
Own the escalations queue in Gorgias, our customer support platform — working directly with customers and agents to diagnose complex issues and drive resolution quickly
Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
Inspiration Commerce Group (ICG) buys and builds companies that help people find and buy the products they love. They are a global group of ~50 people with businesses across the US, UK, and EU.
Handle inbound customer inquiries across email and chat through Gorgias, our customer support platform.
Resolve issues efficiently and thoroughly, escalating to the team lead when a situation calls for it.
Maintain accurate records and follow established SOPs, while flagging anything that seems broken or improvable.
Inspiration Commerce Group (ICG) is a team of ~50 people who’ve done 6 acquisitions in 18 months and scaled from $0 to >$100M in revenue. They buy and build companies that help people find and buy the products they love.
Serve as the direct supervisor of the CS Leads and CSRs on your team.
Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns.
Drive productivity through contact prioritization via queue management and adherence monitoring.
Minted is an e-commerce company that sells stationery, art, and home decor. They aim to connect independent artists with consumers and offer unique designs. They are a large company that values creativity, innovation, and customer satisfaction, fostering a collaborative and supportive work environment.