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Customer Support Manager - Work Remote

Lotus Habits
Cairo, Egypt
Posted 6 years ago
180Applicants for1 open position
  • 31Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Launched in 2015, Lotus Leggings ships to over 180 countries and has quickly rose to over 200+ employees, $15+ Million dollars in Sales and over 1.5 million organic Facebook fans worldwide. Now it’s time to ramp up, take the company to a new level of success and gain ground quickly on established brands within the athletic leggings arena.

If you are looking to join an entrepreneurial AND successful company and have a true impact on future growth – and benefit greatly from that – then this opportunity is for you.

We need you to help us provide the best possible user experience to our worldwide customers.

What makes you a good fit for the job? You should have a demonstrated passion for customer service, strong technical aptitude, and an ongoing intellectual curiosity. We’re looking for someone who loves to engage customers, can work through (sometimes) difficult issues, and who excels and enjoys process improvement and the implementation of new tools and metrics. You will build, develop and motivate a team of support professionals, lead day-to-day operations to deliver the highest levels of satisfaction, and represent the voice of the customer to drive product and process improvements.

Your Responsibilities:

  • You actively collaborate with the Country Leads to improve the performance of the customer support agents.
  • You work closely with the operations manager to determine the overall customer support strategy including tone of voice, refunds, cancellations, etc.
  • You ensure that our CS agents are motivated, feeling valued and show high employee satisfaction.
  • You set up training programs and improve the onboarding process for new agents.
  • You work together with the COO to predict future tickets and determine the hiring agenda of the customer support team. You make sure you’re ready for unexpected fallbacks and plan ahead for the predictable ones.
  • You ensure that the recruitment process for your new CS Agents is taken care of and you ensure that hires are made. Your source, interview and eventually hire all your new team members.
  • You take care of the monthly 1on1’s in which you take care of the personal well being of your team, take care of improvement plans and continuously reflect whether the agent is still a great fit for our company culture. You try to keep everyone on board yet you know it’s better to let someone go who doesn’t fit anymore.
  • Find new and arising issues, address them promptly and properly create the system and SOP’s to address it accordingly.

Job Requirements

Who you are:

  • You have at least 5 years of experience as a Customer Support Manager, where you had the responsibility for the performance of the whole team.
  • You're a great people manager. People are naturally drawn to you, and you know how to motivate your team.
  • Excellent communication skills, both verbal and written, in English.
  • You're eager to learn, focused on self-development, execution-driven, and you're a real team player.
  • You know how to take ownership and how to take full responsibility for the team.
  • Experience in a startup/scale-up and e-commerce environment is a strong asset
  • Experience working in an international environment is a strong asset.
  • Experience working in Freshdesk or online helpdesk environment.
  • Good with data analysis and breaking out issues and identify root of the problem.

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