Our client is looking for an experienced and dynamic Customer Success Manager to lead their customer service team in Greenville, SC. The Customer Success Manager will be responsible for reshaping their customer service strategy and building a high-performing in-house team. You will lead initiatives to enhance the customer experience, improve response times, and develop systems to address pain points in their eCommerce business model. Your goal is to directly influence customer feedback, review ratings, and overall marketplace performance.
Key Responsibilities:
Lead the transition of customer service from an outsourced model to an in-house department.
Overhaul current customer service processes to improve response time, satisfaction, and efficiency.
Develop strategies that positively impact marketplace metrics such as reviews, seller ratings, and dispute resolution.
Handle escalated customer issues via phone, chat, and email, ensuring prompt and satisfactory resolutions.
Train and manage a team of customer service representatives, setting clear goals and performance standards.
Analyze marketplace metrics and customer reviews to identify trends and areas for improvement.
Collaborate closely with the management team to align customer service strategies with overall company goals.
Stay up to date with industry trends, tools, and customer service best practices to drive innovation.
Qualifications:
Bachelor's degree in Business, Marketing, eCommerce, or a related field.
Proven experience in overhauling customer service practices within an eCommerce environment.
5+ years of experience in customer service management, with a focus on improving reviews, ratings, and marketplace metrics.
Strong leadership and communication skills, with the ability to motivate and manage teams.
Experience working with marketplace platforms (e.g., Amazon, eBay) and handling marketplace-related disputes and reviews.
Analytical mindset with a strong ability to interpret data and drive actionable improvements.
Familiarity with consumer electronics and refurbished technology markets is a plus.