eCommerce Customer Support Manager jobs in Newark, NJ

RSVLTS is a rapidly growing ecommerce apparel brand, celebrated for our unwavering commitment to customer satisfaction and our unique product offerings. Our team thrives on innovation, a dedication to our customers, and a spirit of collaboration that propels us forward. Located in the vibrant city of Hoboken, we are on the lookout to bolster our team with individuals who embody our dynamism, enthusiasm, and relentless pursuit of excellence.

The Role

We are seeking an Ecommerce Customer Service Manager to become an integral part of our team. This pivotal role will be based out of our Hoboken office, working 5 days per week.

As the backbone of our customer service operation, you will oversee all customer service tickets and manage a team of virtual assistants who handle these queries. Your role will extend to onboarding and training more VAs, implementing new customer service tools and features, updating Help Center articles, and acting as the first point of contact for our valued customers.

With a high volume of tickets daily, we need someone who embodies a "go-getter" attitude, possesses exceptional problem-solving skills, and can maintain a friendly demeanor while ensuring tasks are completed efficiently.

Responsibilities

• Oversee the daily operations of our customer service department, ensuring all tickets are handled promptly and to the satisfaction of our customers.
• Manage and lead a team of virtual assistants, including hiring, training, and ongoing performance evaluation.
• Serve as the primary point of contact for customer inquiries, resolving issues with a customer-first approach.
• Ensure the team is well-versed in our ecommerce platform (Shopify), and familiar with tools like Gorgias and Loop returns.
• Collaborate with the Director of Customer Success to identify areas for improvement and implement strategies to enhance customer service efficiency and quality.

Requirements

• Proven experience in ecommerce customer service management.
• Strong familiarity with Shopify; experience with Gorgias and Loop returns is a plus.
• Excellent problem-solving abilities and a results-driven mindset.
• Ability to lead and inspire a team of virtual assistants, fostering a positive and productive work environment.
• Exceptional communication skills, both verbal and written.
• A friendly yet assertive demeanor, capable of balancing customer needs with company policies.
• Experience with Shopify, ShipHero, Gorgias, and/or Loop is a plus, but not required.

Why Join Us?

At our company, you'll be part of a vibrant and supportive team, dedicated to making a real difference in the ecommerce space. We offer competitive salaries, comprehensive benefits, and a dynamic work environment where you can grow both professionally and personally. If you're ready to take on a challenging yet rewarding role, and contribute to our continued success, we'd love to hear from you.

About RSVLTS

There’s a serious demand for fun clothing based on sports and pop culture. The issue is that most of the apparel in this realm is unlicensed, leading to low production quality. RSVLTS, founded in Hoboken, New Jersey, turned a crushing cease and desist from a major movie studio into a licensing partnership. That one partnership was then spun into partnerships with Disney, Universal, Warner Brothers, and all major movie studios, the WWE and more. If you can think of it, we probably have it. Combining officially licensed designs with high-quality clothing, we’ve created a uniquely rad concept that our rabid, growing fanbase can’t buy up fast enough.

How to Apply

Please submit your resume and a brief cover letter explaining why you're the perfect fit for the Ecommerce Customer Service Manager role through our careers page. We're looking forward to getting to know you!