Supervisor Customer Support - Society6.com

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Supervisor, Customer Support - Society6.com Santa Monica, CA  Society6 is a rapidly growing online marketplace powered by hundreds of thousands of artists from around the world. Society6’ is a commerce platform that enables artists to easily upload and immediately offer their art for sale as art prints, iPhone cases, home décor, t-shirts and a variety of other high quality products - without giving up the rights to their work. Society6 produces these products on-demand, using only the highest quality materials and processes and then delivers them to consumers worldwide on behalf of the artist. We work in a fun, collaborative environment that is as diverse, adventurous and open-minded as the content we create for the world. We encourage all of our employees to learn and grow personally and professionally so they can assume greater responsibilities and advance their careers.We’re looking for ambitious, driven, self-starters who want to be on the leading edge of innovation in online media and technology. This position is located in Santa Monica, CA. The Customer Support Manager position is a crucial role on the society6 team, whose mission is to produce high quality products and ship it to the customers on behalf of the artist.  We are looking for a Supervisor, Customer Support who will be responsible for establishing and maintaining a best-in-class customer service experience for society6. The Customer Support Manager must have excellent personal presentation and interpersonal skills, including good problem solving ability.    Responsibilities:

Establish and execute on a core strategy, plan and roadmap for enhancing the society6 customer success and community experience
Manage a team of 2 part-time (remote) moderators and customer service specialists who handle the day-to-day interactions with the society6.com customers; making sure to manage quality of work and bandwidth, while setting priorities for team
Establish guidelines for correspondence and other interactions with users/customers to ensure the society6 experience is helpful and positive (re-evaluating current processes and making improvements for best practices to share with team)
Develop policies and procedures to help guide and empower employees to solve user/customer issues quickly, correctly and on the first interaction
Work with all parts of the team to ensure consistent visibility and understanding of top issues that are impacting customers
Develop core processes to incorporate customer feedback into the new product and program development process

Requirements:

2 years of Customer Service experience; some management experience preferred
High proficiency with computers and computer applications
Excellent troubleshooter with both technical and non-technical problems
General understanding of Internet terminology and general Internet concepts
Desire to learn and succeed in a fast-paced environment
Ability to work independently and efficiently to meet deadlines
Ability to promptly answer work related email, phone calls, and other electronic communications
Self-motivated, detail-oriented and extremely organized


Excellent communication (oral and written), interpersonal, organizational and presentation skills

Company info

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