Support Manager (ECOM)
Digitsonly | München | apply.workable.com |
You click on "Publish," and the first load of new work provided by you goes live. A feeling of excitement and anticipation sets in. You happily close your laptop because the first month in your new gig that Digitsonly helped you land was super exciting!
So, what is Digitsonly? We are a partner that helps our portfolio of ecom brands with recruiting.
By applying, you aren’t applying for a single job, but to multiple brands that perfectly fit your expertise. That means: Incredibly high chances of landing a new, high paying job.
You can finally apply your solid expertise along with your new team's know-how to the top ecom brands.
Well, read on now – because we're looking for exactly you to apply:
Responsibilities
1. Lead and manage a team of support representatives, providing coaching, training, and guidance to ensure high-quality service delivery and adherence to service level agreements (SLAs).
2. Develop and implement support processes, workflows, and best practices to streamline operations, increase efficiency, and improve the overall client experience.
3. Serve as an escalation point for complex client inquiries and technical issues, collaborating with cross-functional teams to facilitate timely resolution and exceed client expectations.
4. Monitor support ticket queues, prioritize tasks, and allocate resources effectively to ensure prompt response times and resolution of client issues.
5. Conduct regular performance evaluations, provide feedback, and implement performance improvement plans as needed to enhance team productivity and effectiveness.
6. Act as a liaison between clients and internal departments, advocating for client needs, communicating updates, and coordinating efforts to address client concerns and feedback.
7. Stay informed about product updates, new features, and industry trends to provide accurate information and guidance to clients and support team members.
8. Analyze support metrics, trends, and customer feedback to identify opportunities for improvement, develop action plans, and drive initiatives to enhance the quality of support services.
9. Implement tools and technologies to improve support efficiency, such as ticketing systems, knowledge bases, chatbots, and self-service portals.
10. Foster a positive and collaborative team culture, promote professional development opportunities, and recognize and celebrate team achievements and contributions.
Requirements
• Bachelor's degree in Business Administration, Information Technology, or related field.
• Proven experience in a leadership role, preferably in eCommerce support, customer service, or technical support.
• Strong understanding of eCommerce platforms, technologies, and support processes.
• Excellent communication and interpersonal skills with the ability to build rapport, resolve conflicts, and effectively communicate with clients and team members.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve support operations and client satisfaction.
• Proven leadership abilities with experience in coaching, mentoring, and developing high-performing teams.
• Results-oriented with a focus on driving continuous improvement and delivering exceptional service.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and client needs.
• Proficiency in CRM software, ticketing systems, and other relevant tools and technologies.
• Certification in customer service management or related field is a plus.
Benefits
📈 Earning potential of $ 30.000 - $ 40.000. And the opportunity to work as a freelancer or inhouse
💯 Be in amazing hands and put your full expertise to use, striving for growth
💪 A culture of responsibility, high performance, and honesty
💻 Whether in Ibiza, your hometown, or anywhere else in Germany - you can always work from anywhere.
🧓 While happy with your newly landed job, Digitsonly will always help you earn more by connecting you with extra freelance work (If you want!).
Convinced? 😇
Then press the "Apply for this Job" button now and spend 3-4 minutes answering some simple questions. Or, when you feel you're not the best-fitting candidate, you can refer someone from your network and earn a commission. Simple and straightforward.
And then?
• Once we receive your application, you'll get a short confirmation, and rest assured, we'll carefully review your documents with the relevant department.
• Keep an eye out for an email: we might ask you for some additional information before finally connecting you with your dream brand!
• Interview: Lastly, the founder of the brand will invite you to a call to see if you like it, and if you’d be a good fit!
Following the motto: For experts, by experts
Team Digitsonly
So, what is Digitsonly? We are a partner that helps our portfolio of ecom brands with recruiting.
By applying, you aren’t applying for a single job, but to multiple brands that perfectly fit your expertise. That means: Incredibly high chances of landing a new, high paying job.
You can finally apply your solid expertise along with your new team's know-how to the top ecom brands.
Well, read on now – because we're looking for exactly you to apply:
Responsibilities
1. Lead and manage a team of support representatives, providing coaching, training, and guidance to ensure high-quality service delivery and adherence to service level agreements (SLAs).
2. Develop and implement support processes, workflows, and best practices to streamline operations, increase efficiency, and improve the overall client experience.
3. Serve as an escalation point for complex client inquiries and technical issues, collaborating with cross-functional teams to facilitate timely resolution and exceed client expectations.
4. Monitor support ticket queues, prioritize tasks, and allocate resources effectively to ensure prompt response times and resolution of client issues.
5. Conduct regular performance evaluations, provide feedback, and implement performance improvement plans as needed to enhance team productivity and effectiveness.
6. Act as a liaison between clients and internal departments, advocating for client needs, communicating updates, and coordinating efforts to address client concerns and feedback.
7. Stay informed about product updates, new features, and industry trends to provide accurate information and guidance to clients and support team members.
8. Analyze support metrics, trends, and customer feedback to identify opportunities for improvement, develop action plans, and drive initiatives to enhance the quality of support services.
9. Implement tools and technologies to improve support efficiency, such as ticketing systems, knowledge bases, chatbots, and self-service portals.
10. Foster a positive and collaborative team culture, promote professional development opportunities, and recognize and celebrate team achievements and contributions.
Requirements
• Bachelor's degree in Business Administration, Information Technology, or related field.
• Proven experience in a leadership role, preferably in eCommerce support, customer service, or technical support.
• Strong understanding of eCommerce platforms, technologies, and support processes.
• Excellent communication and interpersonal skills with the ability to build rapport, resolve conflicts, and effectively communicate with clients and team members.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve support operations and client satisfaction.
• Proven leadership abilities with experience in coaching, mentoring, and developing high-performing teams.
• Results-oriented with a focus on driving continuous improvement and delivering exceptional service.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and client needs.
• Proficiency in CRM software, ticketing systems, and other relevant tools and technologies.
• Certification in customer service management or related field is a plus.
Benefits
📈 Earning potential of $ 30.000 - $ 40.000. And the opportunity to work as a freelancer or inhouse
💯 Be in amazing hands and put your full expertise to use, striving for growth
💪 A culture of responsibility, high performance, and honesty
💻 Whether in Ibiza, your hometown, or anywhere else in Germany - you can always work from anywhere.
🧓 While happy with your newly landed job, Digitsonly will always help you earn more by connecting you with extra freelance work (If you want!).
Convinced? 😇
Then press the "Apply for this Job" button now and spend 3-4 minutes answering some simple questions. Or, when you feel you're not the best-fitting candidate, you can refer someone from your network and earn a commission. Simple and straightforward.
And then?
• Once we receive your application, you'll get a short confirmation, and rest assured, we'll carefully review your documents with the relevant department.
• Keep an eye out for an email: we might ask you for some additional information before finally connecting you with your dream brand!
• Interview: Lastly, the founder of the brand will invite you to a call to see if you like it, and if you’d be a good fit!
Following the motto: For experts, by experts
Team Digitsonly
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