Manhattan WMOS Engineer
ShyftLabs
Support Manhattan WMOS implementations and operations as a WMS Engineer at ShyftLabs. ShyftLabs builds data products and digital solutions for Fortune 500 companies.
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TalentPop एक प्रबंधित स्टाफिंग और आउटसोर्सिंग कंपनी है, जो ई-कॉमर्स और उपभोक्ताओं से सीधे जुड़ने वाले अन्य ब्रांडों को प्रशिक्षित रिमोट विशेषज्ञ उपलब्ध कराती है। इसकी टीमें ग्राहक सेवा, कार्यकारी सहायक सेवाओं, मार्केटिंग, इन्फ्लुएंसर मार्केटिंग, ई-कॉमर्स बिक्री और ब्रांड कॉन्सियर्ज कार्यों में सहायता करती हैं। इससे व्यवसायों को अपने ग्राहक समर्थन, मार्केटिंग और दैनिक संचालन का विस्तार करने में मदद मिलती है। TalentPop ई-कॉमर्स, रिटेल, SaaS, सौंदर्य और स्वास्थ्य, फिनटेक तथा यात्रा और आतिथ्य सहित विभिन्न क्षेत्रों के ब्रांडों के साथ काम करती है।
Senior Customer Experience Manager, DTC Ecommerce
Lead customer support and retention operations for Primal Harvest’s direct-to-consumer wellness business across U.S. and European markets. The role oversees support teams, BPO partners, AI tools, quality, and customer experience channels.
विवरण
- Run Primal Harvest’s daily customer experience operations across the U.S. and Europe.
- Oversee support operations, escalations, outsourced partner performance, quality assurance, workflows, AI tools, and customer feedback.
- Manage customer support across email, chat, phone, IVR and SMS, social media messages, Amazon, and Walmart.
- Lead in-house support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager.
- Manage outsourced partner performance, vendor reviews, contracts, pricing, renewals, and service levels.
- Train and onboard agents and team leads across internal, U.S., and European teams.
- Develop and refine processes, macros, tags, rules, automations, SOPs, and help center content.
- Resolve escalated customer cases and uncover wider operational issues.
- Review AI chatbot and email automation accuracy, compliance, containment, and quality.
- Set quality standards, audit customer interactions, and lead corrective actions.
- Coordinate subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA.
- Manage Reviews.io processes and Voice of Customer reporting.
- Monitor customer experience KPIs and relate performance to retention, churn, and cost.
- Plan workforce needs, recommend staffing levels, and manage the annual CX and customer support budget.
- Support product launches and marketing campaigns.
- Ensure customer messaging follows claims guidelines for supplements and wellness products.
- Report to the Retention & Lifecycle Manager.
आवश्यकताएँ
- At least five years in customer experience, CX operations, or customer support operations for direct-to-consumer ecommerce brands, including Shopify businesses.
- Substantial experience with subscription or repeat-purchase direct-to-consumer businesses.
- Experience managing in-house support teams and outsourced or BPO partners.
- A record of improving CSAT, first response time, and other customer experience measures.
- Experience using and improving AI customer experience tools such as Kodif.
- Practical experience with customer support platforms; Gorgias is strongly preferred.
- Experience managing Shopify flows and changes.
- Experience creating and maintaining SOPs, macros, quality processes, escalation paths, and help center content.
- Strong analytical ability to identify customer pain points and drive operational or cross-functional improvements.
- Excellent spoken and written English.
- Ability to balance strategic and hands-on work in a lean, fast-moving environment.
- Previous people management experience.
- Availability to work U.S. Eastern Time business hours, with overlap with South Africa and Europe.
- Familiarity with compliance considerations in health and wellness, supplements, or CPG is preferred.
- Shopify knowledge is preferred.
- A second language is preferred.
- Experience with subscription platforms such as Stay AI or Recharge is preferred.
- Agency experience managing brand accounts is preferred.
लाभ
- HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment.
- A $20 monthly medical allowance for agents outside the Philippines and Jamaica.
- Paid time off accrued after 90 days with TalentPop.
- In the first year, accrue 8 hours of PTO for every 320 hours worked.
- In the second year, accrue 8 hours of PTO for every 160 hours worked.
- Choose two paid days off during Holy Week.
- Christmas Eve, Christmas Day, and New Year’s Day as holidays.
- Two additional floating holidays for team members outside the Philippines.
- Remote work arrangement.
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