Emplois à distance

Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive Customer Service Manager to lead and scale its remote Customer Care team. This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment. About the company The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere. As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection. This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce. Key Responsibilities • Lead, manage, and mentor a remote team of Customer Care Specialists. • Design, implement, and continuously improve customer service workflows, policies, and SOPs. • Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support. • Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges. • Act as an escalation point for complex, sensitive, or high-priority customer issues. • Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently. • Monitor team performance using KPIs (issue resolution time, ticket backlog, quality scores, etc.) and implement improvements. • Ensure accurate and consistent CRM usage, reporting, and documentation across the team. • Identify recurring customer issues and proactively suggest product, documentation, or process improvements. • Train the team on communication standards, de-escalation techniques, and technical product knowledge. • Represent the customer voice internally and advocate for an excellent customer experience at all levels. Requirements • Proven experience as a Customer Service Manager / Customer Support Manager in e-commerce . • Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery. • Strong background in technical customer support for products that require home assembly or installation (e.g., furniture, fitness equipment, electronics, outdoor equipment, etc.). • Demonstrated ability to build, document, and scale customer service processes and systems. • Previous people management experience (leading, coaching, and developing support teams). • Fluent English with strong verbal and written communication skills (US market). • Deep understanding of CRM platforms, ticketing systems, and call management tools. • Highly organized, analytical, and process-driven mindset. • Calm, empathetic leader with excellent problem-solving and decision-making skills. • Comfortable working in a fast-paced, growing e-commerce environment. Nice to Have • Experience working with Amazon FBM Company • Experience working with warranty claims and replacement parts processes. • Experience scaling customer support teams in growing startups. Our Benefits • Work for a market-proven, fast-growing e-commerce company. • Competitive salary based on experience. • Fully remote work. • High level of ownership and influence over customer service operations. • Supportive, collaborative work environment. • Opportunity to build and lead a customer service system with real impact. Originally posted on Himalayas

Our client, SplashEZ, a fast-growing eCommerce company with an international presence is searching for an experienced Amazon Supply Chain Manager for a full-time remote role . In this role, you will be responsible for managing day-to-day operational tasks to ensure the success of the company's Amazon FBA business. Your expertise and dedication will contribute to its growth and help achieve its business goals. About the company: SplashEZ, based in the US, originated from a commitment to offer secure and enjoyable water activities for children in hot summers. Our flagship product, the Splash Sprinkler Pad, became a popular and wet solution catering to diverse age groups. Motivated by our dedication to innovation, we have continued to evolve, expanding our product line to introduce more inventive and engaging water-based products for babies and kids. Beyond your experience, the company is also looking for someone who embodies an outcome-driven, merit-based approach, combines inventiveness with an open-minded mindset, and can also uphold order and conformity. The company is looking for someone who possesses impeccable written and verbal English communication. The ideal candidate should be organised, passionate, and have a keen eye for detail and deadlines. Key Responsibilities: Supply Planning • Collaborate with cross-functional teams to develop accurate reordering forecasts, ensuring optimal inventory levels and on-time deliveries. Shipping Management: • Packing lists • Creating shipping plans • Coordinate shipments with multiple interfaces, between suppliers • Monitor Shipment cycle, preparing meeting deadlines from pick up delivery • Reconciliation for inbound inventory to 3PL's and to Amazon • Coordinate incoming and outbound shipments • Optimizing storage costs by sending "extra" inventory to Amazon Amazon and Inventory Management: • Creating shipping labels • Amazon shipment reimbursements handling • Check Amazon storage fee once a month to ensure correct billing • Monitor changes in FBA fees across all products in all marketplaces • Managing inventory-related cases with Amazon, including bin checks • Submitting CPC • Managing documentation of products Procurement and Vendor Management: • Creating new products in our internal systems o Setting up new vendors • Oversee the creation and management of purchase orders (POs), tracking the entire PO life cycle to ensure timely delivery and compliance. • Managing and negotiate shipments quotations using the bidding process • Managing and negotiate 3PL's quotations, finding new warehouses • Check master carton size • Identifying over fees and overstock inventory for cost-saving opportunities • Coordinate and manage relationships with freight forwarders and third-party logistics (3PL) providers to optimize shipping and distribution Qualifications: • 3-5 years combined experience in supply chain operations management or startups • experience in a similar position in an e-commerce/Amazon seller company • Experience working with a start-up company/culture • Organisational Skills: Exceptional organisational skills and the ability to multitask, prioritize, and manage time effectively are essential. • Communication Skills: Able to communicate thoughts clearly in English written & spoken. • Independent Work: The ability to work independently, make decisions with minimal supervision, and a strong sense of initiative are key attributes for this role. • Proficient in data analysis and reporting. • Organized, sociable, goal-oriented Would be an added advantage • Experience in creating SOPs • Management Experience • Experience in Vendor Management (Suppliers) • Experience with SoStocked Our benefits • Work for a Market-proven, fast-growing company. • Competitive salary. • Supportive and friendly work environment. • Be a part of something bigger, where you can have autonomy over your work. • Fully remote work and flexible working hours (work from whatever place). Originally posted on Himalayas

Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive Customer Service Manager to lead and scale its remote Customer Care team. This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment. About the company The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere. As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection. This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce. Key Responsibilities • Lead, manage, and mentor a remote team of Customer Care Specialists. • Design, implement, and continuously improve customer service workflows, policies, and SOPs. • Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support. • Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges. • Act as an escalation point for complex, sensitive, or high-priority customer issues. • Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently. • Monitor team performance using KPIs (issue resolution time, ticket backlog, quality scores, etc.) and implement improvements. • Ensure accurate and consistent CRM usage, reporting, and documentation across the team. • Identify recurring customer issues and proactively suggest product, documentation, or process improvements. • Train the team on communication standards, de-escalation techniques, and technical product knowledge. • Represent the customer voice internally and advocate for an excellent customer experience at all levels. Requirements • Proven experience as a Customer Service Manager / Customer Support Manager in e-commerce . • Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery. • Strong background in technical customer support for products that require home assembly or installation (e.g., furniture, fitness equipment, electronics, outdoor equipment, etc.). • Demonstrated ability to build, document, and scale customer service processes and systems. • Previous people management experience (leading, coaching, and developing support teams). • Fluent English with strong verbal and written communication skills (US market). • Deep understanding of CRM platforms, ticketing systems, and call management tools. • Highly organized, analytical, and process-driven mindset. • Calm, empathetic leader with excellent problem-solving and decision-making skills. • Comfortable working in a fast-paced, growing e-commerce environment. Nice to Have • Experience working with Amazon FBM Company • Experience working with warranty claims and replacement parts processes. • Experience scaling customer support teams in growing startups. Our Benefits • Work for a market-proven, fast-growing e-commerce company. • Competitive salary based on experience. • Fully remote work. • High level of ownership and influence over customer service operations. • Supportive, collaborative work environment. • Opportunity to build and lead a customer service system with real impact. Originally posted on Himalayas