E-commerce Customer Support Manager (100% Remote)

Join Nova Brands Sdn Bhd, Southeast Asia's fastest-growing direct-to-consumer (DTC) brand, as our E-commerce Customer Support Manager in a fully remote role. This is your chance to lead a dynamic customer support team, drive revenue protection, and contribute to our mission of delivering exceptional customer experiences. Based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you'll be part of a team that's transforming the e-commerce landscape in Indonesia.

As the E-commerce Customer Support Manager, you'll be at the heart of our customer service operations. You'll manage a team of customer support agents, ensuring they deliver top-notch service using tools like Zendesk and Freshdesk. Your daily tasks will include monitoring customer interactions, resolving complex issues, and implementing strategies to improve customer satisfaction. You'll also work closely with our sales and marketing teams to ensure a seamless customer journey from acquisition to retention.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer support agents, ensuring they meet performance targets and deliver exceptional customer service.
• Monitor and analyze customer interactions using tools like Zendesk and Freshdesk to identify trends and areas for improvement.
• Resolve complex customer issues, ensuring a high level of customer satisfaction and loyalty.
• Implement and monitor customer support processes, ensuring compliance with company policies and procedures.
• Collaborate with sales and marketing teams to ensure a seamless customer journey from acquisition to retention.
• Provide regular reports and insights to senior management, highlighting key customer support metrics and trends.
• Stay up-to-date with industry best practices and emerging trends in e-commerce customer support.
• Participate in team meetings and training sessions to ensure the continuous development and improvement of customer support services.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer support management, preferably in the e-commerce industry.
• Proven track record of leading and managing customer support teams to achieve high performance metrics.
• Strong understanding of customer service best practices and technologies, including CRM systems like Zendesk and Freshdesk.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and team members.
• Strong analytical and problem-solving skills, with the ability to identify trends and implement effective solutions.
• Familiarity with e-commerce platforms and marketplaces is a plus.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

🛠️ Keahlian

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