Customer Service Manager at Suma Brands (Remote)
About Us
Suma is a venture-backed ecommerce acquisition platform founded on the belief that many of the next generation household brands will rise out of the Amazon marketplace. At Suma we find, acquire and grow brands to their fullest potential, both in the Amazon “jungle” and beyond. Suma acquires Amazon-first businesses and operates them as part of a best-in-class consumer products brand management platform. We’re led by e-commerce veterans and backed by world-class investors.
Position Summary
This individual will have full responsibility for Customer Service across our portfolio of brands. They will be responsible for architecting our customer-focused, multi-brand approach to customer service including both responding to incoming customer service inquiries and proactively connecting with customers to gain product data and insights. As a product and customer obsessed company, this role is critical to our mission and growth.
Responsibilities
- Develop a short term plan to help set up customer service processes across our brands even if that means bespoke approaches by brand for the time being.
- Contribute to the selection and onboarding of a new customer service tool. Become the SME in that tool for Suma.
- Create customer service tenets and playbook for us to use across our brands.
- Identify, coach and lead contract employees
- Create and continuously improve SOP measures for customer service both on and off Amazon (Amazon is top priority for now).
- Implement and continuously improve our chosen customer service software solution to help us optimize the way we run, report and showcase customer service performance.
- Help structure and integrate new brands into customer service function
Required Experience
- 5+ years in customer service with at least 2 years in manager role
- Extremely customer focused and emphatic
- Excellent communicator (written and verbal)
- Oriented towards innovating and simplifying - focused on continuous improvement
- Problem solver - loves to hard solve problems
- 2+ years experience in customer service in an ecommerce environment
- Experience with and comfort with customer service tools (Freshdesk, Zendesk, Clickdesk, Happyfox)
Preferred Experience
- Experience with Amazon Seller Central and Shopify.
- Expertise in a customer service software tool