ABOUT US:

At ShopRunner, our mission is to help retailers thrive by sparking and deepening connections between shoppers and the brands they love.

Our millions of members receive exclusive benefits such as free 2-day shipping, free returns, 2-click checkout and special promotions across our network of 100+ retailers. Our retailers enjoy the power of cross-retailer network effects in the form of new customers and increased purchase frequency.

With people in offices in Chicago and Conshohocken, PA, we’re perpetrators of good vibes and great experiences for our customers, our merchants and each other.

ABOUT THE ROLE
ShopRunner is evolving its mobile app to be a shopping destination where customers discover on-trend fashion, develop their personal style, and buy with confidence. As a Customer Service Manager, you will manage a team that is responsible for supplementing our technology to ensure a successful shopping experience for every mobile customer, every time. Your team will be the first line of defense when the customer experience issues with shopping on the mobile app. You will help design and own our mobile customer service operations and tools.
ABOUT WHAT YOU’LL DO

• You will design workflows that allow your team to monitor and manage a purchase request queue to complete purchases (that failed in the automated process).
• You will inform admin tools and manage our customer service software and related configuration / implementation.
• You will draft and update customer service scripts, templates, and checklists for most common customer service inquiries across various platforms.
• You will definite and monitor customer service SLAs to inquiries and purchase issues are typically resolved in less than 1 business day.
• You will manage a team of customer specialists and ensure customer service coverage during business hours seven days a week.
• You will interface with customers through internal admin tools, social media platforms and software to resolve customer service issues in a timely fashion.

ABOUT WHAT WE’RE LOOKING FOR

• Management Experience. 3+ years of customer service and operations experience managing service professionals. Relevant industry experience in retail, ecommerce, or consumer tech is a plus.
• Passion for Customer Service. You care about making customers happy and and will go the extra mile to make things right.
• Mobile. Experience supporting a mobile app
• Technical Proficiency. Working knowledge of customer service software, databases and tools. Awareness of industry’s latest technology trends and applications
• Social Media Experience. Working knowledge of customer care best practices on social media. Previous experience with handling customer issues on Facebook, Twitter, and Instagram.
• Excellent communication skills. You have impeccable written and verbal communication.
• Organized and Detail Oriented
• Ability to Multi-Task