Customer Service Operations Manager

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October 8

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GT Ecom

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eCommerce • Retail • B2B

GT Ecom is a Netherlands-based company that specializes in the management of multiple online stores. With extensive experience and expertise, GT Ecom oversees the operations and logistics of various eCommerce enterprises, aiming to ensure smooth and efficient processes. The company is focused on redefining e-commerce for a greener and happier planet, offering a remote-first work culture and promoting growth and efficiency in eCommerce operations. GT Ecom is passionate about scaling and streamlining eCommerce efforts, driving growth and efficiency, and supporting ambitious partners in the dynamic eCommerce landscape.

11 - 50 employees

🛍️ eCommerce

🛒 Retail

🤝 B2B

📋 Description

• Support and manage the daily activities of the customer service team. • Monitor and analyze customer service data to identify trends and areas for improvement. • Optimize return flow to minimize refund rate while maintaining a great customer experience. • Lower dispute rates to avoid PSP suspensions and protect payment operations. • Improve Trustpilot ratings and processes to help avoid GMC suspensions. • Leverage AI and automation to ensure scalable returns and other customer service processes. • Work closely with cross-functional teams (Supply Chain, Marketing, IT) to ensure smooth processes and communication. • Assist in developing processes and tools to improve efficiency and customer satisfaction.

🎯 Requirements

• Background in Customer Service/Operations – you’ve worked in a CS or Operations team before and understand customer expectations and operations efficiency. • Junior management experience – perhaps you’ve led a small team, trained colleagues, or taken on a shift-lead role. • Smart and technical mindset – you like problem-solving, improving systems, and working with tools and data. • Data-driven mindset – skilled at working with data to identify insights and make informed decisions

🏖️ Benefits

• Thrive in a results-driven environment with the autonomy to shape your own approach • Achieve a great work-life balance with remote work and flexible schedule • Enjoy a competitive salary that reflects your skills and contributions • Collaborate with a dynamic remote team