sales-marketing ecommerce customer service and quality manager

eCommerce Customer Service and Quality Manager

Leading online retailer & direct-to-consumer brand looking for customer service manager with extensive Zen Desk and eCommerce experience to lead a small team of customer care advocates. Founded in 2005, Kraken is the #1 online brand of Speciosa tea and related products, has over 200,000 customers, is the industry leader in product quality and safety. We are seeking a quality detail oriented and special someone to oversee our growing customer base.

What you ll be doing:
  • Oversee our customer service team of Zen Desk, LiveChat, and Phone Support Agents
  • Manage, refine, and implement all customer service processes
  • Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
  • Interact with customers on a daily basis, responding to their questions and guiding them as needed.
  • On-board any potential new agents and train them based on your expertise and skill set
  • Create and implement an effective customer loyalty program
Skill requirements:
  • 5+ years of customer service experience with 3+ years experience as a CS Manager
  • 2-year college degree/certificate required.
  • Expert understanding of quality and customer service as it pertains to eCommerce
  • Intermediate/Expert understanding of Zen Desk.
  • Excellent verbal and written communication skills; you will communicate, talk with and write to customers plus manage an existing Zen Desk agent as well as two phone agents.
  • Patience.
  • Previous experience evaluating quality and refining CS processes
Desired skills:
  • Knowledge of CRM systems, Magento, Zen Cart, Shipstation
  • In depth knowledge and experience in using ZenDesk
  • Experience in B2C retail ecommerce environments is highly preferred.
  • Previous call center or phone support is desirable
  • Some knowledge of botanical products is a plus.
Our Culture
  • We are seeking experienced, smart, open-minded people who love technology and who aim to be a part of something bigger. We are operating in a high-risk and cutting edge environment and we are seeking like-minded folks who are interested in the thrill of the hunt and whose native skills derive from the deep internal passion of their work.
About Us

Our office is located in inner Northeast Portland, Oregon. We work flexible hours and schedules and operate as a team. Our space is bright, creative, and with open team work areas. We're surrounded by public transportation and convenient car & bike parking. We prefer our folks in-house with light remote work available as or when needed. We truly believe in a balanced work/life ethic. We are an Equal Opportunity Employer. We sell herbal, tea, food, and supplement products online and are the largest retailer of Speciosa tea in the world. We offer competitive medical and dental benefits and up to three weeks of paid time off. We are also open to relocation assistance, if some is required.

Please include your resume, cover letter, and date of availability. We look forward to hearing from you!
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