Ecommerce Customer Support Manager

About Manhead LLC

Manhead is a worldwide, full service, merchandise and experiential company creating the global intersection of music, fashion and culture through branded experiences that strengthen the bond between artists and fans. For over thirteen years, Manhead has succeeded as one of the leading, independently owned music/entertainment merchandise companies, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops.

About the role

• Manhead LLC is seeking a dedicated and experienced Manager, Customer Support to lead our customer service team in providing fast, accurate, and high-quality support across multiple Ecommerce stores. The ideal candidate will have a strong background in managing customer support teams, optimizing support processes, and ensuring top-tier service for customers. Experience with Ecommerce store technology and operations is a plus.

What you'll do

• Lead and oversee the Customer Support team, ensuring agents provide timely, accurate, and effective resolutions to customer inquiries.
• Recruit, train, and manage a team of customer support agents, setting performance expectations and fostering a culture of excellence.
• Develop and implement customer service policies, procedures, and best practices to improve efficiency and customer satisfaction.
• Monitor and analyze support metrics, identifying trends and opportunities to enhance service quality.
• Collaborate with other departments including Ecommerce operations, store managers, production, and marketing to predict & address customer pain points, help identify the root causes of those problems, and recommend solutions.
• Manage customer escalations and complex support cases, ensuring prompt and professional resolutions.
• Maintain up-to-date knowledge of industry best practices and emerging technologies in customer support.
• Ensure Ecommerce stores are compliant with requirements such as cookie permissions, accessibility, and email marketing permissions.
• Provide support for Ecommerce technology operations including store builds, launches, and app integrations in areas that relate to customer support and customer experience.

Qualifications

• Minimum of 5 years of experience in customer support, preferably within ecommerce or retail.
• Proven experience hiring, training, and managing customer service teams.
• Experience planning and staffing up for high-traffic events and seasonal volumes.
• Hands-on experience with customer support ticketing platforms i.e. Gorgias, Zendesk, Freshdesk, Helpscout, Zoho, etc.
• Ability to work remotely with a high degree of independence and accountability.
• Comfort with managing teams of remote agents who may work flexible hours including nights and weekends.
• Excellent problem-solving and conflict-resolution skills.
• Strong organizational and communication skills with the ability to work cross-functionally.
• Experience with Shopify and Gorgias is a plus, but not required.