CUSTOMER SUPPORT MANAGER 

The Customer Support Manager will be responsible for managing the day-to-day interactions of the customer support team. This role will report to the Director of Operations and be responsible for gathering and tracking the top customer support issues/complaints, improving CS team efficiency, and working with the Director of Operations to roll out policy changes. This role will also manage projects in conjunction with the E-Commerce team on Customer Experience improvements. 

DUTIES + RESPONSIBILITIES 

Employee Management 

  • Manage team of customer support agents 
  • Assign and oversee all customer support emails and day-to-day interactions Train and schedule all customer support employees 
  • Conduct quarterly one-on-ones with customer support agents and weekly syncs with team (disciplinary action when needed) 
  • Aid in hiring, onboarding, and training CS agents 
  • Approve time cards and time off requests 

Customer Experience 

  • Address issues with automations and a proactive approach based on customer insights and feedback. 
  • Reduce churn and maximize customer LTV. 
  • Work with customers, employees and marketers to increase brand loyalty and revenue by delighting customers and finding solutions to common pain points. 
  • Create a positive customer experience environment and resolve customer complaints as they arise. Experience with Klaviyo, Attentive is a plus.

Technical Responsibilities 

  • Ticket Platform 

Track email “types” to gather best metrics and to assess pain points/ways we can improve (return/exchange, production time, chain breaks, etc) 

  • Shopify & ERP 

Monitor Initial Sales, preview orders in Shopify + ERP, confirm discount code is working, and monitor emails for callouts/issues 

Monitor High Fraud warnings in Shopify and manage chargebacks in Shopify Returns Platform 

Monitoring return rate, top return reasons, top returned products, etc Add/remove new staff accounts as we grow the CS team 

Troubleshoot with Returns, ERP, Operations, and Loop as issues arise Customer Interactions on site 

Manage live Chat Bot 

Oversee responses for Yotpo reviews and questions, Google Reviews, and Facebook Review 

○ Create and update Knowledge Center articles


Location: On site, Bluffdale, UT 

Reports to: Director of Operations 

Department: Customer Support | Operations 

Schedule: Full-time 

Compensation: DOE 

 

Our Made by Mary team works closely together and great communication skills are a must. All in all, we are eager to find someone who is a hard worker, focused, easy to be around, and who takes pride in their job. 

If you meet all of the above, want to be part of a fast-growing business, and think you would be a good fit, tell us a bit about yourself and why you would be a great addition to Made by Mary.

Please attach your current resume and email careers@madebymary.com with Customer Support Manager in the subject line. We will be in touch as soon as we can!