Ecommerce Customer Service Lead

Job Overview
Pixio, a leading manufacturer of high-quality gaming monitors and accessories, is seeking a detail-oriented and proactive E-Commerce Customer Service Lead to join our dynamic team. If you are passionate about gaming technology, have a talent for problem-solving, and excel in delivering exceptional customer service, we want to hear from you! The ideal candidate will have a strong background in online retail, excellent customer service skills, and the ability to manage multiple projects simultaneously.

Responsibilities

• Own the end-to-end customer support process, delivering expert assistance via email, chat, and phone for both pre-sales and post-sales inquiries. Provide personalized, high-level support to resolve customer issues efficiently and effectively.
• Oversee the processing of orders, cancellations, returns, refunds, replacements, and exchanges, ensuring smooth execution and compliance with company and marketplace policies. Take a leadership role in escalating complex cases and resolving issues in a timely manner.
• Troubleshoot complex technical issues related to gaming monitors, such as connectivity, display settings, and firmware updates. Collaborate with technical teams to address advanced cases and improve processes.
• Assist customers with pre-sales inquiries, guiding customers in selecting the best products to meet their specific needs. Leverage in-depth product knowledge to drive customer satisfaction and sales.
• Work closely with internal teams (technical support, operations, and product design) to resolve product issues, provide feedback for future product improvements, and ensure alignment in customer-facing initiatives.
• Oversee and resolve shipping and tracking inquiries, including addressing issues related to lost, delayed, or damaged packages. Proactively submit claims to carriers or relevant parties when necessary, ensuring prompt resolution.
• Monitor and proactively address customer reviews across marketplaces, responding to negative feedback and ensuring high-performance scores. Maintain compliance with platform policies and uphold Pixio's brand reputation.
• Use CRM and ticketing systems to effectively track and manage customer interactions. Ensure timely resolution of cases and improve tracking for better insights into customer needs and pain points.
• Develop and maintain internal knowledge bases, FAQs, and product guides. Create and refine standard operating procedures (SOPs) to ensure efficiency and consistency across all customer support operations.
• Evaluate and refine current customer support processes and enhance the overall workflow between customer support, returns management, and product servicing.

Requirements

• Minimum 3-5 years of customer service experience on e-commerce platforms, preferably in the tech or gaming industry.
• Strong problem-solving and organizational skills with the ability to balance multiple tasks and prioritize effectively in a fast-paced environment.
• Knowledge of technical issues in the monitor industry is preferred.
• Excellent written and verbal communication skills with the ability to convey technical information in a clear and user-friendly manner.
• Experience with CRM and ticketing platforms (Zendesk preferred) to effectively track, manage, and resolve customer cases.
• Familiarity with Amazon, eBay, and other online marketplaces, including their customer service and performance metrics, is essential.
• Strong ability to analyze existing customer support workflows and implement improvements to increase team efficiency, service quality, and customer satisfaction.
• Passion for gaming technology and understanding of gaming monitors is a plus.
• Proficiency in Microsoft Excel or Google Sheet

If you are passionate about e-commerce customer service and eager to contribute to our team's success, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 3 years (Preferred)
• E-commerce: 3 years (Preferred)

Ability to Commute:

• Torrance, CA 90501 (Required)

Ability to Relocate:

• Torrance, CA 90501: Relocate before starting work (Preferred)

Work Location: In person

Salary : $65,000 - $70,000