Customer Service Manager

New York, NY
Full Time
Experienced
Location: New York, NY (Soho)
Work Schedule: In the office Monday - Thursday; Work from Home on Fridays

About Us
At La Ligne (http://www.lalignenyc.com), we believe in the universal appeal of the stripe—always classic, forever chic. With a nod to its iconic roots, we created La Ligne to give women a few new (and unexpected) ways to wear it. La Ligne offers versatile clothing collections inspired by the line with endless styling options. Classic designs crafted in quality materials with staying power sold directly to customers exclusively through our website. 

We’re inspired by all kinds of self-expression. We design everyday necessities and the occasional splurge—the kind of clothing we would want to wear. We prize functionality but we also want you to have fun while you’re at it. In other words, if you can’t eat, dance and drink in it, we won’t make it. And while some clothes stay and some go, we want to be the ones that stay awhile.

Responsibilities:
  • Oversee La Ligne’s customer service communication platform, Gorgias, including but not limited to:
    • Regularly updating macros, tags, ticket fields, contact reasons, rules, product updates, etc
    • Assigning tickets to agents
    • Ensuring integrations are functioning (Shopify, Loop etc.)
    • Staying up to date on the latest features and how we can best use them
    • Installing and maintaining new integrations (Chat, Instagram etc)
  • Partner with Logistics Manager to ensure Loop Returns platform is being utilized to its full capacity both strategically and functionally, conduct regular audits and reporting on returns, and provide any strategic and useful feedback for ways to improve this experience
  • Keep all CS tools up to date including but not limited to:
    • La Ligne Macros
    • Monogram Document
    • BPO Tips, Tricks, and Training
    • Guru Library
    • Loom
    • La Ligne CS Policies
    • Return Report
    • Damages Report
    • Agent knowledge checklist
  • Oversee La Ligne’s external BPO including:
    • Conduct regular trainings and refreshers on the tools agents use to ensure agents are communicating in the La Ligne voice
    • Constant monitoring of Slack channels for inquiries from the BPO and using the same to communicate any updates and ensure they are cascaded to the team as necessary
    • Conduct weekly meetings
    • KPI setting and review - ideate which metrics are most meaningful (i.e. average response time, average resolution time etc,) set KPIs, and ensure they are met
    • Conduct a daily check in, review daily reporting, follow up as needed, and report any remarkable updates to COO
  • Handle escalated tickets by reviewing ticket chain, providing custom replies where necessary, and assigning to correct agent with instructions
  • For any escalated tickets: create filing system for custom replies, anticipate where these can be turned into macros, and provide real time update and training to BPO
  • Act as main point of contact for all customer related inquiries with our warehouse, with a special focus on daily status monitoring of all outstanding requests and holding warehouse accountable to all agreed upon SLA’s
  • Act as main point of contact for all customer related inquiries with our embroiderer
  • Oversee Returns including but not limited to:
    • Keeping track of warehouse returns processing to ensure we remain within our promised SLA and immediately report on any delays
    • Process refunds
    • Review all warehouse reported damaged goods for accuracy prior to any customer communication
    • Proactively reaching out to customers who return damaged goods according to our policies
  • Clear out backorders on a weekly basis and communicate with customers as needed
  • File timely responses for any chargebacks and monitor progress
  • Create a ticket auditing process, conduct regular random ticket audits, provide grades, and corrective action and training to BPO where necessary
  • Provide weekly report to COO that includes but is not limited to:
    • # of tickets
    • Top five types of inquiries
    • # of custom replies
    • Warehouse performance
    • Damages information
    • Remarkable trends or occurrences
    • A list of all orders experience shipping issues: delays, loss, rerouting etc and latest update for each
    • Custom replies written
    • Any macro changes
    • Updates to any tool
  • Partner with Marketing to create and maintain useful customer segment groups and rating tool
  • Monitor use of discount codes given to customers as a result of a customer service interaction to analyze trends and effectiveness
  • Help anticipate customer needs based on projects in the pipeline and ideate / execute any necessary follow-ups
  • Oversee Our Lady of Rocco inbox
  • Stay up to date on latest and greatest customer service trends and tools and suggest new solutions to improve customer service operations
Requirements & Qualifications:
  • Bachelor’s Degree
  • 3-5 years of  e-commerce customer service experience;
  • A Gorgias expert
  • Deep familiarity with Shopify platform
  • Loop expert a plus
  • Superb written and verbal communication skills;
  • Enjoys helping people and building a rapport with customer;
  • Is flexible and enjoys working in a fast-paced environment;
  • Is an active problem solver and self starter;
  • Has an ability to prioritize and multitask;
  • Knowledgeable about customer success best practices and processes
  • Has a positive outlook and professional demeanor
Salary Range: 65-75k
 
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