Customer Operations • Mid-Level

Who you are

You have a proven track record in managing customer service operations, demonstrating your ability to lead teams effectively and ensure high standards of service delivery. Your experience includes monitoring staff productivity and service quality, allowing you to identify trends and implement improvements. You excel in providing guidance and support to your team, ensuring they are equipped to handle customer inquiries and escalations efficiently.

Your strong communication skills enable you to maintain effective channels within your team and across departments, fostering collaboration and a positive work environment. You are adept at analyzing key performance indicators (KPIs) and using data to drive operational enhancements. Your proactive approach to identifying opportunities for process optimization sets you apart as a leader in customer service.

What you'll do

As the Customer Service Operations Manager at iHerb, you will oversee the daily operations of the customer service department, ensuring that your team consistently delivers exceptional service. You will monitor and enhance key performance indicators, identifying areas for improvement and implementing strategies to optimize efficiency. Regular audits will be part of your responsibilities, helping to maintain high service standards and address any issues that arise.

You will establish and maintain feedback mechanisms to facilitate continuous process enhancement, ensuring that your team is effectively utilizing customer service tools and technology. Additionally, you will generate regular performance reports, providing insights and analysis to senior management. Your role will be crucial in driving the overall success of the customer service department, making a significant impact on customer satisfaction and loyalty.

What we offer

At iHerb, we value our employees and offer a supportive work environment where you can thrive. You will have the opportunity to work with a dedicated team focused on delivering the best customer experience. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering talent and providing growth opportunities within our organization.