Customer Support Manager

3 weeks ago


Bury St Edmunds, United Kingdom Zachary Daniels Full time

Customer Support Manager - eCommerce

Zachary Daniels Recruitment are partnered with a leading music company, on the search for a Customer Support Manager.

This is a rare opportunity to join a small team with a global presence. A team of creative and passionate colleagues who pride themselves on delivering exceptional service levels to a specific customer across their B2C and B2B channels.

The position of Customer Support Manager - eCommerce is responsible for the following:

- Coach lead and inspire a small team to set and achieve agreed operational KPI's
- Create a consultative customer experience, setting the tone of voice and ensuring expectations are met
- Identify opportunities to improve automation
- Ensure customer queries are responded to in a timely manner, in line with the company tone of voice
- Identify continuous improvement opportunities within customer service
- Track data using Zendesk and other analytical tools to further improve performance
- Establish brilliant relationships cross functionally
- Develop strong relationships with the teams in Germany and France
- Work closely with IT to regularly review systems and workflow
- Work closely with Operations and Finance to look for ways to improve processes such as returns and customer refunds
- Undertake tasks accordingly from the Head of eCommerce
- Manage fast response to Marketplace queries

About you:
It goes without saying that for the role of Customer Support Manager, you will be obsessed with driving continuous improvements for the customer. You will demonstrate perserverance and a real energy amongst the team.

You will have experience operating at a similar level in another role within a DTC environment.

A passion for the music industry is desirable. If you are able to speak German and/or French, that is a bonus, but not a requirement.

Ultimately this opportunity is suited to a hands on leader who is comfortable using systems such as Zendesk, and thrives from continuous improvements.

Zachary Daniels is a Niche, National & International Recruitment Consultancy.

Specialising in Buying, Merchandising & Ecommerce | Design, Technical, Wholesale & Production | Finance | HR & Talent | H&S & Compliance | Marketing, Digital & Technology | Property & Centre Management | Retail, Trade, Leisure & Wholesale Operations | SeniorAppointments & Exec | Sales | Supply Chain & Logistics

**BBBH26035


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