{"id":97610,"date":"2026-04-23T19:19:38","date_gmt":"2026-04-23T15:19:38","guid":{"rendered":"https:\/\/herecareers.com\/job\/customer-service-manager-3\/"},"modified":"2026-04-23T19:19:42","modified_gmt":"2026-04-23T15:19:42","slug":"customer-service-manager-3","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/customer-service-manager-3\/","title":{"rendered":"Customer Service Manager"},"content":{"rendered":"<p>Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive <strong>Customer Service Manager<\/strong> to lead and scale its remote Customer Care team.<\/p>\n<p>This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment.<\/p>\n<h3>About the company<\/h3>\n<p>The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere.<\/p>\n<p>As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection.<\/p>\n<p>This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce.<\/p>\n<h3>\u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629<\/h3>\n<ul>\n<li>Lead, manage, and mentor a remote team of Customer Care Specialists.<\/li>\n<li>Design, implement, and continuously improve customer service workflows, policies, and SOPs.<\/li>\n<li>Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support.<\/li>\n<li>Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges.<\/li>\n<li>Act as an escalation point for complex, sensitive, or high-priority customer issues.<\/li>\n<li>Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently.<\/li>\n<li>Monitor team performance using KPIs (issue resolution time, ticket backlog, quality scores, etc.) and implement improvements.<\/li>\n<li>Ensure accurate and consistent CRM usage, reporting, and documentation across the team.<\/li>\n<li>Identify recurring customer issues and proactively suggest product, documentation, or process improvements.<\/li>\n<li>Train the team on communication standards, de-escalation techniques, and technical product knowledge.<\/li>\n<li>Represent the customer voice internally and advocate for an excellent customer experience at all levels.<\/li>\n<\/ul>\n<h3>\u0627\u0644\u0645\u062a\u0637\u0644\u0628\u0627\u062a<\/h3>\n<ul>\n<li>Proven experience as a <strong>Customer Service Manager \/ Customer Support Manager<\/strong> in <strong>e-commerce<\/strong>.<\/li>\n<li><strong>Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery.<\/strong><\/li>\n<li>Strong background in <strong>technical customer support<\/strong> for products that require <strong>home assembly or installation<\/strong> (e.g., furniture, fitness equipment, electronics, outdoor equipment, etc.).<\/li>\n<li>Demonstrated ability to build, document, and scale customer service processes and systems.<\/li>\n<li>Previous people management experience (leading, coaching, and developing support teams).<\/li>\n<li>Fluent English with strong verbal and written communication skills (US market).<\/li>\n<li>Deep understanding of CRM platforms, ticketing systems, and call management tools.<\/li>\n<li>Highly organized, analytical, and process-driven mindset.<\/li>\n<li>Calm, empathetic leader with excellent problem-solving and decision-making skills.<\/li>\n<li>Comfortable working in a fast-paced, growing e-commerce environment.<\/li>\n<\/ul>\n<h3>Nice to Have<\/h3>\n<ul>\n<li>Experience working with Amazon FBM Company<\/li>\n<li>Experience working with warranty claims and replacement parts processes.<\/li>\n<li>Experience scaling customer support teams in growing startups.<\/li>\n<\/ul>\n<h3>Our Benefits<\/h3>\n<ul>\n<li>Work for a market-proven, fast-growing e-commerce company.<\/li>\n<li>Competitive salary based on experience.<\/li>\n<li>Fully remote work.<\/li>\n<li>High level of ownership and influence over customer service operations.<\/li>\n<li>Supportive, collaborative work environment.<\/li>\n<li>Opportunity to build and lead a customer service system with real impact.<\/li>\n<\/ul>\n<p>Originally posted on <a href=\"https:\/\/himalayas.app\" rel=\"nofollow noopener\" target=\"_blank\">Himalayas<\/a><\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[1174],"job_listing_category":[2520],"job_listing_location":[],"job_listing_tag":[],"class_list":["post-97610","job_listing","type-job_listing","status-publish","hentry","job_listing_type-remote","job_listing_category-customer-service-manager"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"2520":"Customer-Service-Manager"},"_job_type":{"1174":"Remote"},"_job_tag":[],"_job_expiry_date":"","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/himalayas.app\/companies\/scalejet\/jobs\/customer-service-manager","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"","_job_location":[],"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/97610","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=97610"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=97610"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=97610"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=97610"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=97610"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=97610"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}