Ecommerce Customer Service Assistant Manager

• Serve as the first point of contact for routine team questions, policy clarification, and day-to-day operational support.

• Monitor and coordinate workload across phone, email, chat, marketplaces, and other Ecommerce channels. Step into customer-facing work during high-volume periods, service disruptions, or staffing gaps.

• Monitor daily attendance and schedule adherence and communicate recurring concerns to the Manager.

• Handle first-level requests for management assistance and routine customer escalations.

• Review exceptions involving refunds, replacements, shipping issues, discounts, and established policy guidelines.

• Identify recurring customer concerns and recommend practical solutions or process improvements.

• Provide timely, real-time coaching and feedback to reinforce service expectations and consistent practices.

• Assist with onboarding and training new team members.

• Identify individual and team training needs and share observations with the Manager.

• Help maintain current process documents, training materials, and AI-supported knowledge resources.

• Hold team members accountable to performance and service standards, addressing gaps directly and having candid, constructive conversations if expectations aren't being met.

• Monitor queues, backlogs, response times, and unresolved cases, and help prioritize work during peak periods.

• Coordinate routine issue resolution with fulfillment, merchandising, marketing, IT, stores, and other departments.

• Identify workflow gaps and recommend practical improvements that support service quality and operational efficiency.

• Ensure updates are shared promptly and consistently across both campuses.

• Maintain regular visibility and connection with team members at both locations, encouraging collaboration and knowledge sharing.

• Bring employee concerns, operational barriers, and morale issues to the Manager’s attention.

• Provide concise updates on team performance, recurring issues, and emerging trends.

• Document coaching and provide objective observations to support Manager-led performance reviews and check-ins.

• Work a regular 40-hour-per-week schedule in an in-person capacity.

• Divide working time between both campuses and adjust campus presence based on coverage, coaching, training, and operational needs.

• Maintain a visible, approachable leadership presence while supporting both locations as one team.

• Exercise sound judgment within established authority and promptly involve the Manager in complex, sensitive, high-dollar, high-risk, or formal employee-relations matters.

• Other duties as assigned

Qualifications

Education: High school diploma or GED, Associates Degree in Business preferred

Experience: 2+ years prior customer service contact/call center supervisor experience

Travel: Weekly travel to other campus

Communication: Language: English – must be able to communicate fluently and understand the English language, utilizing any and all forms of communication (written, verbal, visual, etc.)

Physical Skills & Requirements

Physical skills which include but are not limited to:

· Motor Skills - the ability to use fine and gross motor skills to complete projects (example: to use a telephone and computer)

· Dexterity – skill of being able to use hands, feet, eyes, body in coordination with each other to complete a given project or task

· Safety – the ability to observe gauges, dials, or other indicators, whether analog or digital, to make sure appliance is working properly