Customer Service Manager at Suma Brands (Remote)

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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

  1. 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.
  2. Contribute to the selection and onboarding of a new customer service tool. Become the SME in that tool for Suma.
  3. Create customer service tenets and playbook for us to use across our brands. 
  4. Identify, coach and lead contract employees 
  5. Create and continuously improve SOP measures for customer service both on and off Amazon (Amazon is top priority for now).
  6. Implement and continuously improve our chosen customer service software solution to help us optimize the way we run, report and showcase customer service performance. 
  7. 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
Suma Brands is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.  We're a collection of diverse brands run by a team that greatly values diversity of thought and background.  We bring together brands and products from around the world and grow them to their fullest potential by connecting them to innovative thinkers and experienced operators of varying backgrounds.  Our commitment to diversity is reflected in providing equal employment opportunity and a work environment free of any discrimination.  All employment decisions at Suma Brands are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, age, family or parental status, or any other status, whether that status is protected by the laws or regulations in the locations where we operate or not. Suma Brands does not tolerate discrimination or harassment based on any characteristic. We proudly assess each other only on merit and the impact we have on the business we run.
More Information on Suma Brands
Suma Brands operates in the Other industry. The company is located in Minneapolis, MN. Suma Brands was founded in 2020. It has 12 total employees. To see all jobs at Suma Brands, click here.
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