E-commerce Customer Service Manager

About us

Roxy Nails Paris is a leading e-commerce brand selling high-quality press-on nails. We are committed to delivering a carefully curated selection of durable, and easy-to-apply nails, featuring the latest trends and timeless classics to ensure that everyone can find their perfect match.

We believe in empowering our customers with the freedom to change their look as often as they desire, without the commitment or expense of traditional salon visits. Join us and take part on the nails revolution while working within a small, young and dynamic team!

Job description

We are looking for a skilled and enthusiastic Customer Support Manager dedicated to ensuring a seamless experience for our online customers. Your responsibilities will include processing daily orders-related operations (orders changes, returns, exchanges, refunds…), managing the daily tickets raised by our Customner Support team which need attention or action, responding to customer inquiries by e-mail and collaborating with our operations teams to coordinate order fulfillment, shipment tracking, and inventory availability.

Key Responsibilities:

• Problem Resolution: Investigate and resolve customer concerns effectively, ensuring prompt and satisfactory resolutions.
• Daily operations: Monitor order modifications, cancellations, returns or exchanges requests, inquiries with carriers, and other issues raised daily by our team of Customer Representatives
• Reporting: Maintain meticulous records of your actions to have a clear view of the resolution status of each case
• Product and Process Expertise: Develop a comprehensive understanding of our products and operational procedures to provide accurate information and guidance to both customers and team members
• Optimization: Identify opportunities for process optimization and contribute to enhancing the overall customer experience.