Note: The job is a remote job and is open to candidates in USA. ZappySales is a high-volume e-commerce retailer selling across major marketplaces and its own storefronts. The Customer Service Manager will lead the post-purchase support operation, overseeing customer service representatives and returns specialists while maintaining SLAs, marketplace health, returns and refund accuracy, team performance, and customer satisfaction.
Responsibilities
- Response & resolution SLAs across Amazon, Walmart, eBay, and storefront email first-response time, resolution time, and backlog, held steady even as volume spikes
- Marketplace health: drive down A-to-z Guarantee claims, negative feedback, and order defects; protect account standing on every marketplace
- Returns & RMA operations: the vendor-RMA request pipeline, return dispositions, and refund accuracy in close coordination with the warehouse team
- Team performance & capacity: per-rep throughput and quality against clear KPI targets, and staffing/coverage that keeps up with demand
- CSAT and the customer experience end to end
- Lead, coach, and schedule a team of customer service reps and returns specialists; run 1:1s, QA, and standups
- Set and hold KPI targets; review the rep-performance and SLA dashboards daily and act on what they show
- Own escalations the tough A-to-z claims, chargebacks, and angry-customer saves — and turn recurring issues into process fixes
- Build the workflows, macros/templates, and staffing model that let the team absorb volume without dropping quality including peak/seasonal surges
- Partner with Warehouse/Fulfillment on returns, mis-ships, and tracking, and with Purchasing/Vendor teams on defective-product and RMA trends
- Spot the patterns behind the tickets (bad listings, problem SKUs, weak vendors) and push fixes upstream so volume goes down at the source
Skills
- 3+ years managing a customer-service or support team, ideally in high-volume e-commerce or marketplace retail
- A proven track record of holding SLAs and quality at scale you've run a queue that never really stops
- Hands-on knowledge of Amazon Seller Central A-to-z claims, feedback, buyer-seller messaging and ideally Walmart Marketplace and/or eBay
- Genuinely data-driven: comfortable living in dashboards, setting SLA/KPI targets, and coaching to the numbers
- Strong on returns/RMA and refund workflows and the operational reality behind them
- A clear, calm communicator who can de-escalate customers and level up reps
- Thrives in a fast-moving, high-volume environment where priorities shift and tooling evolves quickly
- Experience managing a remote/offshore support team
- Experience scaling a team through peak-season / high-growth volume
- Familiarity with helpdesk/CRM tools and light comfort with data (spreadsheets, basic reporting)
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