Customer Service Manager

About DTG

We're a venture builder, investment, and holding company that owns over 20 other companies across digital marketing, SaaS, and DTG eCommerce. Our in house team of experts supports the various ventures that we've built, invested in, or acquired.

About the role/Responsibilities

DTG Holdings is looking for a Customer Service Manager to join our eCommerce Operations Team.

In this Customer Service Manager role, you will be reporting directly to the leadership of the company and be one of the main architects of the customer experience with our brand.

We strive to provide all customers with the highest level of service within the industry and our Customer Service team is on the front line.

We are looking for an individual who is ambitious, resourceful, detail-oriented, energetic, loves to chat, and most of all has a desire to help our company and customers succeed. If this sounds like you – we want to meet you!

Your responsibilities will include:

Responding to incoming customer service inquiries in a timely and thoughtful manner.
Coordinate with fulfillment team and platforms to streamline customer order information and queries.
Quickly becoming familiar with brand voice, software platforms, and common issues.
Working between multiple web apps to enter, pull, and assess customer information.
Managing more junior customer service team members.
Communicate with sourcing team to understand product specifications and requirements.
Defining and optimizing processes to streamline customer service workflow.

Requirements

2+ years in previous online Customer Service role
Bachelor’s degree
Have previous customer service experience, in an eCommerce or similar emailed + digital-based setting.
Be comfortable working with computers and web-based applications.
Have experience handling a high-volume workflow in a professional setting.
Experience directly managing multi-member teams in the past.
100% fluency in written English
Optimistic and ability to deal with challenging situations

Preferred Traits

High attention to detail
Analytical thinking
Strong leadership capabilities
Team player and capable of inspiring others
Ability to execute on complex tasks
Exceptionally quick learner
Project management expertise
Fluency in written and verbal English
Experience with managing social media comments preferred
Experience with Zendesk & Shipstation & Shopify Familiarity is a major plus.

In return you will get

An intellectually challenging role full of learning and growth & promotion opportunities.
Exposure to fast growing company and experienced serial entrepreneur founders.
Significant ownership and independence in how work is executed.
Flexible hours and location.
Excellent career growth potential.
Competitive compensation package.