Benefits:

Company parties

Competitive salary

Employee discounts

Flexible schedule

Free food & snacks

Opportunity for advancement

Paid time off

Customer Service & Sales Manager (Ecommerce)

Position Overview The Customer Service & Sales Manager oversees all ecommerce customer interactions, from pre-sale questions and quotes to order support and post-purchase follow-up. This role is responsible for driving revenue through excellent customer experiences while managing and developing a team of two customer service agents. The ideal candidate is both customer-obsessed and sales-minded, with strong leadership and process-building skills.

Key Responsibilities

Manage all incoming ecommerce customer inquiries via email, phone, chat, and other channels

Oversee customer quotes, sales conversations, and order support to ensure timely, accurate responses

Drive conversion by guiding customers through product selection, pricing, and purchasing decisions

Lead, train, and manage two existing customer service agents, including scheduling, performance coaching, and accountability

Establish and optimize customer service and sales processes, scripts, and workflows

Monitor key performance metrics such as response time, conversion rate, customer satisfaction, and revenue influenced

Act as the escalation point for complex customer issues or high-value sales opportunities

Collaborate with marketing, ecommerce, and operations teams to improve the customer experience and sales funnel

Identify customer feedback trends and recommend improvements to products, policies, and website experience

Qualifications

3+ years of experience in ecommerce customer service and/or inside sales

Previous people-management or team-lead experience required

Strong sales mindset with the ability to close and upsell when appropriate

Excellent written and verbal communication skills

Experience with ecommerce platforms, CRM systems, and customer service tools

Highly organized with strong attention to detail and follow-through

Ability to balance day-to-day customer interaction with team leadership and strategy

What Success Looks Like

Faster response times and higher customer satisfaction

Improved quote-to-sale conversion rates

A well-trained, motivated customer service team

Consistent, professional customer experiences across all ecommerce touchpoints