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- Tasks: Lead a remote team to enhance customer service and manage e-commerce operations.
- Company: Join a dynamic e-commerce company focused on delivering exceptional customer experiences.
- Benefits: Enjoy a hybrid work schedule, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a vibrant culture that values innovation and customer satisfaction.
- Qualifications: 3+ years in DTC customer service; strong multitasking and tech skills required.
- Other info: Opportunity to work on exciting projects and collaborate with diverse teams.
The predicted salary is between 36000 - 60000 £ per year.
The role is based in London, UK with a hybrid remote and office schedule and will be reporting into the Senior Director of E-Commerce.
E-commerce Order Management
- Monitor Shopify and PayPal daily for chargebacks, pending returns, and orders flagged for fraud.
- Moderate and cancel orders in the order management system as needed.
- Execute Amazon and eCom inventory transfers.
Customer Service
- Collaborate with supervisor, 3rd party vendors, and internal team to improve customer experience, correct and prevent customer complaints, and suggest improvements to enhance customer experience.
- Provide prompt and friendly customer support through the ticket-based system Gorgias and escalate customer inquiries to appropriate departments.
- Assist eCommerce team with testing and troubleshooting website issues.
- Enhance customer experience by making product recommendations and new routine suggestions to customers.
- Support with special projects as needed.
Content Management
- Set up and execute website content updates to support corporate initiatives, including but not limited to: blog articles (including brand campaigns), Store Locator updates, moderation of reviews and UGC, Events Pages, FAQs, etc.
- Support content requests submissions by adding details needed for creative work to begin, such as creative briefs, product selects, asset links, and examples.
- Update site content calendars and assist with cross-functional communications while ensuring that non-commercial content is up to date.
- QA and validation for all new content/functionality launches to the websites from staging to production.
- Conduct thorough QA of site content to ensure a high-quality client experience across mobile and desktop.
Minimum 3 years of DTC customer service experience; Ability to provide excellent customer service consistently; Ability to navigate and work with multiple computer programs and systems;
Customer Services Team Leader - Remote employer: EVE LOM
Contact Detail:
EVE LOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader - Remote
✨Tip Number 1
Familiarise yourself with Shopify and PayPal, as these platforms are crucial for the role. Understanding how to monitor chargebacks and manage orders will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and improving customer experiences. Be ready to share specific examples of how you've successfully resolved issues in the past.
✨Tip Number 3
Get comfortable with Gorgias or similar ticket-based systems. Knowing how to efficiently manage customer inquiries through such platforms will demonstrate your readiness for the role.
✨Tip Number 4
Showcase your ability to collaborate with different teams. Prepare to discuss how you've worked with various departments to enhance customer experience, as teamwork is key in this position.
We think you need these skills to ace Customer Services Team Leader - Remote
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in e-commerce. Emphasise any specific achievements or metrics that demonstrate your ability to enhance customer experience.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities outlined in the job description. Mention your experience with tools like Shopify, PayPal, and Gorgias, and how you can contribute to improving customer satisfaction.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved customer complaints or improved processes in previous roles. This will demonstrate your capability to handle challenges effectively.
Highlight Team Collaboration: Since the role involves working with various teams and vendors, include examples of how you've collaborated with others in past positions. This could be through projects or initiatives that required teamwork to achieve a common goal.
How to prepare for a job interview at EVE LOM
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in direct-to-consumer (DTC) customer service. Be prepared to discuss specific examples where you successfully resolved customer complaints or improved the customer experience.
✨Familiarise Yourself with E-commerce Platforms
Since the role involves monitoring Shopify and PayPal, it’s beneficial to have a good understanding of these platforms. Brush up on their functionalities and be ready to discuss how you would handle chargebacks and fraud detection.
✨Demonstrate Collaboration Skills
This position requires working closely with various teams and vendors. Prepare to share examples of how you've effectively collaborated in the past, especially in improving customer experiences or managing projects.
✨Prepare for Content Management Questions
As content management is part of the role, be ready to discuss your experience with website updates and content creation. Think about how you can contribute to corporate initiatives and ensure high-quality client experiences.
