Team Manager – Customer Experience

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August 26

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AdKings Agency

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eCommerce • Marketing • B2B

AdKings Agency is a premium eCommerce growth agency specializing in Facebook Ads for brands generating $1M to $100M in revenue. They focus on elevating companies through comprehensive multichannel growth strategies, performance media buying, ad production, and AOV & LTV optimization techniques. Recognized as a Facebook Premier Marketing Partner, Google Endorsed Marketing Partner, and Shopify Plus Partner, AdKings has a track record of scaling direct-to-consumer brands up to $90M in annual revenue. The agency offers personalized strategies for rapid business growth, including international expansion and investment opportunities.

11 - 50 employees

🛍️ eCommerce

🤝 B2B

📋 Description

• Lead and develop a high-performing Customer Experience (CX) team focused on phone support • Establish and monitor KPIs to ensure consistent achievement of service levels and customer satisfaction • Implement robust quality assurance processes and identify areas for improvement • Leverage data and insights to refine phone support processes • Build, mentor, and train team members; document activities and report outcomes • Provide actionable feedback to teams and leadership to improve processes and prevent negative online sentiment • 9AM to 6PM EST shift (Brazil - Remote)

🎯 Requirements

• 2+ years in team leadership, customer service management, or operations focused on customer satisfaction • Proven track record of improving and maintaining high service levels and customer satisfaction • Proficiency with customer service tools, analytics platforms, and quality assurance systems • Exceptional verbal and written communication in English • Emotional intelligence and empathy • Critical thinking and problem-solving mindset • Experience training and mentoring new joiners • Preference for experience in the US e-commerce market

🏖️ Benefits

• 100% remote • Micromanagement-free culture • Work with highly experienced founders team (over $700M+ collective experience) • Self-improvement-driven culture of top A-players • Fast-growing DTC brand (multi-8-figure revenue)