Customer Support Wholesale (US Timezone)

Full job description
Company Description

America & Beyond is a boho luxe fashion label that offers handcrafted bohemian fashion made for the creative, free-spirited individual. With an inspired blend of contemporary western silhouettes and artisanal craftsmanship, our vibrant clothing and handbags are exceptional. Each offering has a uniquely global appeal with local, handmade charm.

Role Description

This is a full-time remote role. As a Customer Support Manager at America & Beyond, you will be responsible for managing and enhancing our customer support operations. You will ensure that our customers receive the highest level of service and support, reflecting the brand's values and commitment to quality.

This role requires working in US time zones (7 pm IST - 4:30 am IST) Monday to Saturday

Key Responsibilities:

Manage customer support emails from support email id.
Manage customers from wholesale accounts of America and Beyond
Handle and resolve customer inquiries and complaints efficiently via email, phone, and social media, with a focus on Shopify-related issues.
Develop and implement customer support policies and procedures to ensure consistent and effective service.
Monitor and analyze customer feedback and support metrics to identify areas for improvement.
Collaborate with other departments to address customer concerns and improve overall customer satisfaction.
Maintain a thorough understanding of our products and services to provide accurate and helpful information to customers.
Stay updated on industry trends and best practices in customer support, particularly regarding Shopify.
Qualifications:

Willingness to work in US time zones (7 pm IST - 4:30 am IST)
Has experience with managing US clients and familiarity with its support and administrative functions.
Attend weekly meetings with higher management (1-2 weekly meetings)
Fluent English is mandatory.
Excellent communication and interpersonal skills.
Ability to create reports regarding customer support.
Strong problem-solving abilities and a customer-centric mindset.
Ability to work independently in a remote environment and manage a distributed team.