Handelnine - Senior Manager - Global Customer Service

Company Introduction:

Handelnine Global is an e-commerce company that owns and operates over 15 online retail brands across 60+ countries. With offices in India and the USA, we cater to a global market including the UK, USA, Europe, Australia, the Middle East, and Southeast Asia.

Website: https://handelnine.com/

Responsibilities:

1. Spearhead our customer service division, guiding a dedicated team across eMail, Phone, and Live Chat operations to deliver 24/7 service to over 60 countries worldwide.

2. Performance Management: Own and enhance key customer service metrics, including First Response Time, Resolution Time, and Customer Satisfaction Rate, driving continuous improvement and excellence in service delivery.

3. Process Optimization: Identify and implement strategic process improvements, leveraging data-driven insights to elevate the efficiency and effectiveness of our customer service operations.

4. Global Support Strategy: Develop and refine our global support strategy, ensuring a seamless and high-quality customer service experience across all regions.

5. Team Development: Foster a culture of growth, learning, and accountability within the customer service team, identifying training needs and mentoring team members for success.

Requirements:

1. Proven experience in a leadership role within customer service, such as Team Lead or Process Lead, with a strong focus on data analysis to drive process improvements.

Extensive experience in providing global customer support, with a deep

2. understanding of the nuances and challenges of serving an international customer base.

3. Experience in the e-commerce sector is highly preferred, though not mandatory, with a keen insight into the unique customer service demands of online retail.

4. Exceptional communication skills, with the ability to articulate ideas clearly and engage effectively with team members and stakeholders across diverse cultural backgrounds.

5. A proactive approach to problem-solving, with a track record of identifying and implementing innovative solutions to enhance customer service outcomes.

Why Join Us?

1. 100% Remote Work: Join our fully remote workforce and eliminate daily commutes, enjoy the comfort of your home office, and find a work-life balance that suits you best.

2. Global Team Collaboration: Embrace the opportunity to work with a diverse and global team. At Handelnine Global, you'll collaborate with talented professionals from around the world, offering unique perspectives and insights that enrich our work and culture.

3. Growth Opportunities: Joining Handelnine Global means being part of a rapidly growing company. Lead pivotal customer service initiatives across our B2C e-commerce and forthcoming SaaS products, expanding your expertise and shaping the future of customer experiences.

4. Flexible Start Times: While we expect our team members to dedicate 9 hours a day once they start, we offer flexible start times to help you manage your work in harmony with your personal life.