Essential Duties and Responsibilities (Account Manager):

• Setup of Shopify Accounts
• Product building in Shopify
• Digital inventory management (i.e. adjusting inventory quantities on Shopify and/or spreadsheets and other inventory management software)
• Work with internal teams to accomplish sales goals via eCommerce
• Work with clients to manage and upkeep webstore functionality
• Perform job functions with consistency and regularity, minimizing quality issues.
• Following company guidelines to help streamline ecommerce processes from start to finish

Essential Duties and Responsibilities (Customer Service Manager):

1. Team Supervision & Quality Control

• Ticket Auditing: Regularly review team responses in Zendesk (or your CRM) to ensure they meet the "kind and professional" brand standards.
• Escalation Management: Act as the final point of contact for "irate" customers or complex refund/exchange issues that the general CS staff cannot resolve.
• Daily Queue Management: Monitor ticket volume to ensure the team is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches.

2. Strategic Communication & Client Health

• Brand Voice Alignment: Work with clients to create or update "Brand Voice" guides so the CS team knows exactly how to represent each unique store.
• Proactive Messaging: Lead the "Group Emailing" strategy for order delays or shipping updates, ensuring customers are informed before they have to ask.
• Reputation Monitoring: Monitor social media comments or review platforms associated with client stores to protect their digital reputation.

3. Operational Coordination

• Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential "out of stock" risks.
• Cross-Department Liaison: Meet with the Fulfillment and Account Management teams to align CS reality with warehouse capacity (e.g., "We told customers 3 days, but the warehouse is 5 days
• behind").
• Order Edit Oversight: Oversee the "Order Management" workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies. 

4. Process Optimization (The "SOP" Builder)

• Template Creation: Build and maintain "Macro" responses (templates) for the team to speed up response times while maintaining quality.
• Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to "solve the problem at the root."

Key Performance Indicators (KPIs)

• Average Response Time: Maintaining the team average under the 24–48 hour mark.
• CSAT (Customer Satisfaction): Ensuring high ratings on ticket resolutions.
• Error Rate: Minimizing mistakes in refunds, exchanges, and order edits.

Essential Soft Skills for the Lead

• Conflict De-escalation: The ability to turn a negative customer experience into a positive one.
• Decisiveness: Knowing when to issue a full refund vs. a discount code to protect the client’s bottom line.
• Mentorship: A desire to coach junior CS members on how to communicate more effectively.