WANTED: “A Player” Customer Service Manager For Startup

Hey! Are you a CS manager with 4-10 years of experience looking to expand your role, responsibilities and take your career to the next level? We're a NYC-based company that sells dating advice courses and now, nutritional supplements, to men all around the world. We're looking for a Customer Service rep, with management experience, to help lead the charge and to make sure our customers stay happy long into the future as we continue to grow. This is not another "9-to-5 job," but a role in which you can truly grow, learn, challenge yourself and most importantly, make a real difference in people's lives. Should you fit the role - all of our customer service will be put under your direct supervision. We already have an enthusiastic, well-trained team in place based in the Philippines which you will manage remotely. We view customer service as more than just handling tech issues and refunds. Men put their trust in us in the most vulnerable area of their lives and we must be there to support them. We’re looking for someone who can ensure our team delivers excellent service outcomes to customers and actively identifies ways to improve the systems we already have in place. REQUIRED EXPERIENCE: 4-10 years of CS experience Excellent emotion intelligence and rapport building skills at it relates to CS Ability to systematize steps and create processes for other reps Experience maintaining a wiki / knowledge base for reps Experience working B2C First hand and oversight experience in both phone and email support Experience hiring, managing and training CS reps Experience managing refunds and chargebacks Experience with payment gateways like [login to view URL] / Network Merchants (NMI) ATTITUDE: Not just looking for another "job" but an opportunity to grow and expand your career Comfortable implementing your own philosophy, structures and best practices Comfortable evaluating and improving existing CS practices Always looking to improve, taking the initiative Keeping up on CS trends, tech and innovations Always improving systems, software and practices for better service Not afraid or “above” picking up the phone or writing emails as a high-level rep to solve complex customer issues Not afraid to get your hands dirty, review surveys and communicate with customers by phone and email one-on-one to truly gain a "ground level" understanding of their deepest needs and desires Eager to help out in other areas of the company when CS needs are slow Can set, track and evaluate goals/metrics for reps and support as a whole NICE TO HAVE’S: Experience working with support reps overseas (ideally Philippines) Experience setting up and running email support, chat support and phone support Experience with digital courses and/or supplements Experience working at a direct marketing company To submit an application for this job, please do the following: 1. An email with the title "CS Manager Ready To Join The Cause!" and resume attached. Within the body of the email please... 2. Explain your past experience in customer service (5 sentences max) 3. Explain your proficiencies in software and services related to service (CS software, ZenDesk, CRMs, etc) 4. What are your goals for your career? Where do you want to be in 2-3 years? What skills and support do you want from the company you're working with to provide to help you reach that? 5. Why are you leaving (or have left) your current position? Optional bonus question: what is your favorite customer support book and why? A few extra details about this position: Compensation: $45k - 55k+ with potential larger salary growth in years 2 and 3. Hours: 10am - 6pm Monday-Friday. Willing to accommodate unusual schedules. Location: Our team works remotely, which means you can work almost anywhere you want. We have daily Google Hangout meetings and in-person work weeks. Our Team: Most of our team is located in NYC. There are 10 of us and growing fast!