Vida Shoes International
Vida Shoes International is a leading company in the footwear industry, known for its comprehensive approach to enabling brands to achieve their goals. Since 1974, Vida Shoes has offered expertise in transforming a designer's inspiration into a finished product ready for sale. The company operates in various categories including fashion, kids, outdoor & lifestyle, athletic, and men's footwear. With a rich history that began in a parent's basement and expanded globally, Vida Shoes maintains a spirit of unity and individuality across its team. The company is headquartered in New York City, and prides itself on being the most credible name behind many successful shoe brands.
Customer Service Manager
February 1
Vida Shoes International
Vida Shoes International is a leading company in the footwear industry, known for its comprehensive approach to enabling brands to achieve their goals. Since 1974, Vida Shoes has offered expertise in transforming a designer's inspiration into a finished product ready for sale. The company operates in various categories including fashion, kids, outdoor & lifestyle, athletic, and men's footwear. With a rich history that began in a parent's basement and expanded globally, Vida Shoes maintains a spirit of unity and individuality across its team. The company is headquartered in New York City, and prides itself on being the most credible name behind many successful shoe brands.
📋 Description
• Oversee daily customer service operations to ensure a seamless and positive customer experience. • Optimize customer service systems and processes in collaboration with cross-functional teams, ensuring efficient platform functionality and proactively resolving service disruptions. • Collaborate with the Senior Manager of Operations & Customer Service to implement policies and procedures that enhance service efficiency and align with company goals. • Manage escalations and resolve complex customer issues while mediating team conflicts as necessary to maintain a productive work environment. • Lead and develop the customer service team through training, coaching, and ongoing professional development in best practices and service excellence. • Monitor and analyze team performance using Gorgias metrics (such as response time, resolution rates, and CSAT scores) and company quality assurance processes, providing regular reports with insights and recommendations for continuous improvement. • Maintain organized records of customer interactions and service data to drive operational improvements. • Ensure a professional and efficient workspace and workflow.
🎯 Requirements
• 3+ years in customer service (e-commerce experience preferred). • 5+ years in a managerial and/or supervisory role. • Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Shopify, Shopify+, and Gorgias. • Reliable internet connection and a personal computer. • Ability to work Eastern Standard Time (EST) schedule.
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