Team Manager – Customer Experience

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August 22

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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 service levels and customer satisfaction • Implement quality assurance processes to maintain high service standards • Refine phone support processes using data and insights • Build, mentor and train new joiners and foster a culture of excellence • Document team activities and report outcomes to identify trends • Provide actionable feedback to teams and leadership to improve processes and prevent negative online sentiment

🎯 Requirements

• Exceptional Verbal and Written Communication in English • Emotional Intelligence and Empathy • Critical Thinking and Problem-Solving Mindset • Proficiency with Customer Service Tools and Analytics Platforms • 2+ years in a similar team leadership, customer service management, or operations role • Proven track record of improving and maintaining high service levels and customer satisfaction • Proficiency with customer service tools, analytics platforms, and quality assurance systems • Preference for candidates with experience in the US e-commerce market • Outstanding command of the English language, both written and spoken

🏖️ Benefits

• One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.) • Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience). • Great self-improvement-driven culture of top A-players in their respective fields. • Think of us as a Major League sports team. We're here to perform and have a great time while doing it. • 100% remote and micromanagement-free.