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Job# 26032 BH# 336046
Contact# 5914039

Customer Service Manager - Luxury Ecommerce

Our client, a high-end fashion ecommerce company , is looking for a Customer Service  Manager to join their growing team!  As the Customer Service Manager, you will be responsible for driving excellent results and productivity for the Customer Service Team, which includes 5 supervisors and their direct reports.  Experience with B2C customer service via phone, email, and live chat is a must.  Ecommerce and knowledge of luxury fashion space is a plus.  Company offers great benefits and a competitive salary.  Open to candidates who require relocation!


  • Executing the global service strategy, ensuring SLAs are achieved.
  • Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service.
  • Lead, coach and train Customer Service Supervisor(s) and Advisors, where applicable.
  • Assess daily/weekly service levels and quality of service; implement service improvement strategies.
  • Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas.
  • Provide weekly customer feedback report and manage customer related costs.
  • Work closely with global CS Managers to ensure consistency of service and productivity.
  • Support the Customer Service Supervisors to recruit, train and develop Customer Service Advisors to ensure knowledge and skill-set growth.

"Employer and its clients will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance.”