**As Customer Service Manager - Marketplaces, yo** **u will have a variety of important responsibilities, including managing our customer service team (currently a remote team of 12 agents primarily doing email support), overseeing a constantly evolving set of operational tasks related to maintaining our 3rd party distribution channel partnerships, and acting as our main customer advocate with respect to product development and other business decisions.** Join MoreCommerce! We're a fast-growing startup helping to elevate entrepreneurs by providing easy access to top-selling ecommerce platforms and millions of valuable shoppers. Guided by the belief that simple technology will fundamentally disrupt global trade, Morecommerce provides software, services, and data to enable small business entrepreneurs to achieve their dreams. Read more at try.morecommerce.com.

**M** ost customer inquiries involve order related issues (shipping, returns, etc.), but you also must be equipped to provide guidance to shop pe rs on how to use our site and services effectively, troubleshoot and document technical issues and effectively manage disputes and claims across various 3rd party marketplaces.

Job Responsibilities:

* Manage a remote team of 10-20 customer service agents

* Set customer service goals for team members and help them reach those goals

* Prioritize customer service queues to ensure SLAs are met across all selling channels

* Research and escalate trending issues as appropriate

* Identify effective process and/or technology based solutions to issues

* Handle escalated cases, such as those which involve particularly upset customers or increased technical complexity

* Oversee various manual processes which are required to ensure certain order updates flow between our system and supported selling channels

* Research refunds and penalties levied by certain 3rd party distribution channels and file disputes when appropriate

* Respond to comments on review sites and social media accounts

* Represent the voice of the customer in cross-functional meetings

Desired Skills:

* Great people skills

* Excellent verbal and written communication skills

* A positive attitude and willingness to go the extra mile for a customer

* Willing to take initiative to complete tasks

* Resilience; must be able to stay heads down and solutions oriented while working through stressful situations

* Ability to troubleshoot web based software and document technical issues

* Proficient at reconciling financial records and making accurate adjustments

* Ability to calmly and professionally assist our most upset customers

* Very strong computer skills (proficiency with Gmail, Google Sheets, Excel, Domo and Zendesk or other CRM tools preferred)

Qualifications:

* Bachelors degree preferred

* Customer service management or supervisory experience

* Experience working with a high volume of email or other text based communication

* Experience working with eCommerce highly desired; familiarity with Amazon, eBay, Walmart and other major marketplaces preferred

* Retail experience is a plus