Lead and manage the customer service team, including team leads and QA, setting KPIs and performance standards.
Own end-to-end CS operations, including helpdesk platform, ticket auditing, and root cause analysis for refunds and disputes.
Drive brand reputation through Trustpilot and BBB review pipelines, and implement AI and automation in CS workflows.
Rosabella creates thoughtfully formulated supplements for women's wellness, focusing on menopause support. They are a fast-paced, high-ownership remote team that values output, accountability, and continuous learning.
Handle Level 2 escalations from support teams, resolving complex seller issues with data analysis in spreadsheets and internal tools.
Train and onboard sellers on platform features, proactively monitor for errors, and advocate for product improvements.
Maintain expert knowledge of seller tools, create documentation, and mentor Level 1 associates to reduce friction.
Max Retail is a cutting-edge technology platform that helps independent retailers sell excess inventory online. The company has a startup culture, emphasizing bias to action and strong documentation habits.
Provide Tier 2 support for customer service and technical inquiries via phone and email.
Troubleshoot and resolve escalated customer issues efficiently and professionally.
Hydrow builds connected fitness equipment that combines hardware, software, and immersive content to deliver on-water rowing experiences at home. They are a diverse team of athletes, entrepreneurs, engineers, and creatives who value inclusivity.
Manage customer support tickets, escalations, refunds, and replacements to ensure timely resolution and maintain high satisfaction.
Monitor order flow, coordinate with 3PL partners, and resolve fulfillment issues to maintain accuracy and efficiency.
Identify recurring operational issues, develop SOPs, and collaborate with cross-functional teams to improve processes.
Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a dedicated professional to oversee day-to-day operations and improve customer satisfaction.