Remote Ecommerce Customer Service & Sales Manager – Amazon & Shopify Platforms – Team Leadership, CSAT & Conversion Optimization

```html About Talexion – Pioneering the Future of Digital Commerce Flexnity is a fast‑growing, forward‑thinking ecommerce powerhouse that connects brands with millions of shoppers worldwide. With a portfolio of high‑performing online stores on Amazon, Shopify, and other leading marketplaces, we combine data‑driven insight, cutting‑edge technology, and a relentless focus on the customer experience to drive sustainable growth. Our mission is simple: deliver delightful, seamless shopping experiences that turn first‑time buyers into lifelong advocates. As we expand our global footprint, we are seeking a dynamic Remote Ecommerce Customer Service & Sales Manager who can lead a high‑impact team, champion customer satisfaction, and unlock revenue potential across our Amazon and Shopify channels. Why This Role Matters In today’s hyper‑competitive online retail landscape, every interaction is an opportunity. As the Ecommerce Customer Service & Sales Manager at Joblora, you will be the linchpin that bridges customer support, fulfillment, and sales. Your strategic vision and hands‑on leadership will directly influence key performance indicators such as CSAT scores, conversion rates, and average order value, while ensuring that our operational processes run like a well‑oiled machine. Key Responsibilities – Your Day‑to‑Day Impact Leadership & Team Development Inspire, mentor, and manage a remote team of customer service specialists, setting clear performance expectations and fostering a culture of excellence. Design and deliver ongoing training programs focused on product knowledge, communication best practices, upselling techniques, and platform proficiency. Conduct regular one‑on‑one coaching sessions, performance reviews, and career‑path planning to retain top talent. Customer Satisfaction (CSAT) Mastery Monitor real‑time CSAT metrics, identify trends, and implement corrective actions to maintain scores above industry benchmarks. Develop and enforce SOPs that ensure every customer query is resolved swiftly, accurately, and with a personalized touch. Leverage tools such as Re:amaze to centralize communications, automate ticket routing, and capture detailed feedback. Revenue Generation & Conversion Optimization Transform routine support interactions into upsell and cross‑sell opportunities, increasing average order value and repeat purchase rate. Collaborate with the sales and marketing teams to craft targeted promotional messaging and bundles that align with customer needs. Track conversion‑related KPIs (e.g., add‑to‑cart rate, checkout completion) and adjust tactics based on data‑driven insights. Fulfillment & Operations Excellence Oversee end‑to‑end order processing, shipping logistics, and returns handling across Amazon Seller Central and Shopify stores. Ensure inventory accuracy, timely dispatch, and seamless coordination with third‑party logistics partners. Implement continuous‑improvement initiatives to reduce order‑to‑delivery time and minimize friction points. Process Improvement & Automation Analyze customer interaction data and team workflow to identify bottlenecks and automate repetitive tasks. Introduce macro‑templates, AI‑powered chatbots, and knowledge‑base enhancements that empower agents to resolve issues faster. Document best practices and maintain an up‑to‑date playbook that scales with team growth. Platform Expertise & Policy Compliance Maintain deep, hands‑on expertise in Amazon Seller Central, Shopify Admin, and related integrations. Stay current with evolving marketplace policies, ensuring compliance to protect account health and avoid penalties. Serve as the escalation point for complex technical or policy‑related issues, coordinating with platform support when needed. Cross‑Functional Collaboration Partner with marketing, product, inventory, and finance teams to align service initiatives with broader business objectives. Provide actionable insights from customer feedback that inform product enhancements, pricing strategies, and promotional calendars. Represent the customer service voice in strategic planning meetings, championing a customer‑first perspective. Essential Qualifications – What You Bring Experience: Minimum 5 years of progressive experience in ecommerce customer service, fulfillment, or operations, with a proven track record on Amazon and Shopify platforms. Leadership: Demonstrated ability to lead remote or hybrid teams, set clear goals, and drive performance improvements. Metrics‑Driven Mindset: Strong analytical skills with experience tracking CSAT, NPS, conversion rates, and other KPIs; ability to translate data into actionable strategies. Technical Proficiency: Hands‑on experience with Re:amaze or comparable customer support platforms; comfortable navigating Amazon Seller Central and Shopify Admin dashboards. Communication Excellence: Exceptional written and spoken English, with a talent for crafting clear, empathetic, and persuasive messages. Customer‑First Attitude: A genuine

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