Customer Operations Manager

Homzmart is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.

Job Description

 Lead and motivate a team of customer service representatives, providing coaching, mentorship, and performance management.  Develop, implement, and monitor customer service policies, procedures, and performance metrics aligned with e-commerce best practices.  Analyze customer service data and reports to identify trends, areas for improvement, and opportunities to enhance customer satisfaction (CSAT).  Design and implement training programs to equip your team with the knowledge and skills necessary to excel in resolving customer inquiries and issues.  Oversee the customer service budget and identify cost-saving opportunities while maintaining exceptional service standards.  Collaborate with other departments, such as marketing, sales, and operations, to ensure a seamless customer experience across all touchpoints.  Stay up-to-date on industry trends, e-commerce platforms, and customer service technologies to continually optimize processes and elevate service delivery.  Identify and implement innovative solutions to streamline customer service operations and improve efficiency.  Develop and maintain strong relationships with key stakeholders across the organization.  Develop and implement strategies to manage online reputation and mitigate customer escalations.  Act as a champion for the customer voice within the organization, ensuring their needs and feedback are heard and addressed.

Qualifications

 5-7 years of experience in a leadership role in customer service preferably within e-commerce industry.  Demonstrated success in developing and implementing customer service strategies that improve CSAT scores.  Strong understanding in customer service best practices, and key performance indicators (KPIs) relevant to the online retail environment.  Excellent communication, interpersonal, presentation, and problem-solving skills.  Proven ability to lead, motivate, and coach a team.  Strong analytical and data-driven decision-making skills.  Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.