Recruitment on behalf of our Client

Job Title: Customer Service Manager
Location: Remote
Report to: Co-Founder
Company Name: Figured Art

About Figured Art:
Figured Art is a fast-growing brand specializing in DIY craft hobby products. Our mission is to inspire creativity and foster a love for arts and crafts in individuals across the globe. We offer a wide range of unique and innovative hobby products to help our customers bring their artistic visions to life such as paint by numbers, diamond painting, punch needle, pottery kits and other craft kits. We sell through seven Figured'Art Shopify websites and on online marketplaces such as Amazon. Additionally, we have a strong B2B presence with over 2,000 retailers in Europe and the USA. Our B2C orders are shipped from our local warehouses in Europe and USA as well as directly from China for made-to-order items. To support our growth and commitment to excellent customer experience, we are looking for a dedicated and passionate Customer Service Manager to join our team. The Customer Service Manager should develop a standard set of language/ working styles/communication for different countries, as there are 7 ~ 10 customer service in different countries under CS Manager, including the Philippines, Thailand, Europe. Candidates that can bring AI tools into work are preffered. They are looking to hire a smart person with management ability and the person will not be expected to handle detailed tasks but more in team management and be responsible for the performance of the whole team.

Responsibilities:

As a Customer Service Manager, you will:

• Manage and lead a diverse team of customer service representatives responsible for handling customer inquiries across various channels, including Email, Facebook Messenger, Instagram, TikTok.
• Develop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience across all communication channels.
• Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing strategies to achieve and exceed targets.
• Collaborate with internal departments (e.g., Marketing, Sales, IT) to develop strategies for improving customer engagement and retention.
• Coordinate with the teams responsible for each of the seven websites to ensure seamless communication and maintain a strong understanding of specific market requirements and customer expectations.
• Stay up-to-date with the latest trends in customer service and social media engagement, proactively recommending new tools or platforms to enhance the customer experience.
• Manage the Zendesk platform, ensuring efficient and effective use of its features to optimize customer service operations.
• Conduct regular performance reviews, provide coaching and training to the customer service team, and create opportunities for professional development and growth.
• Handle escalated customer issues, providing solutions that meet both company objectives and customer satisfaction.

Requirements:

• A minimum of 5 years of experience in a customer service management role, preferably within e commerce or the arts and crafts industry.
• Fluency in English. Fluency in any of the following language would be a plus: French, German, Spanish, Italian, or Dutch.
• Strong leadership and team management skills, with a proven track record of developing and motivating high-performing teams from different nationalities working remote.
• Excellent communication and interpersonal skills, with the ability to effectively handle difficult situations and maintain a customer-focused mindset.
• In-depth knowledge of customer service best practices, trends, and tools, including experience with Zendesk or similar customer service platforms, and Shopify.
• A strong understanding of social media platforms and strategies for engaging customers across different channels.
• The ability to analyze data and metrics to drive continuous improvement in customer service performance.
• A passion for the arts and crafts industry and a commitment to delivering an exceptional customer experience.

What the company offers:

• Flexible working schedule.
• Remote work opportunity.
• Rapid career growth opportunities as we continue to expand.
• Direct interaction with the company founders.
• A dynamic, innovative, and supportive work environment.
• Significant opportunities for motivated individuals to advance and take on new projects and responsibilities within the company.
• The chance to be an integral part of a fast-growing and leading brand in the DIY craft hobby industry.

Join to contribute to shaping the future of DIY craft hobby products! This company is rapidly growing and on track to become the number one brand worldwide in its category.

Job Type: Full-time

Pay: From $25,000.00 per month

Work Location: Remote

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.