Experienced Customer Care Supervisor – E-Commerce and Customer Service Leadership

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment and have a knack for problem-solving? If so, we invite you to join blithequark's dynamic team as an Experienced Customer Care Supervisor. In this role, you will be responsible for leading our customer care team, driving customer satisfaction, and contributing to the growth and success of our e-commerce business. About blithequark For over 20 years, blithequark has been a leading provider of premium cigars and accessories, delivering unparalleled customer service and a commitment to excellence. Our company culture is built on the principles of internal growth, career development, and a passion for delivering outstanding customer experiences. As a valued member of our team, you will have the opportunity to grow and develop your skills, work with a talented and dedicated team, and contribute to the success of our business. Position Highlights As a Customer Care Supervisor at blithequark, you will be responsible for providing exceptional customer service, driving customer satisfaction, and contributing to the growth and success of our e-commerce business. Your key responsibilities will include: * Ensuring excellent service standards by providing a positive and pleasant customer service experience on every encounter with every customer * Responding efficiently to customer inquiries and maintaining high customer satisfaction during all customer interactions, including telephone, email communications, and chat * Taking orders via inbound sales calls, ranging from moderate to light in volume * Offering advice and products to customers based on their previous order history, without making them feel pressured or hassled to add additional items to their order * Documenting customer interactions clearly and accurately in the Customer Service Ticket System * Assisting the department manager with metric tracking and regular reporting to be presented to senior leadership * Becoming familiar with software and processes used by the department and acting as support and backup SME to the Customer Care Manager * Acting as backup to the manager on assigning workload when the manager is unavailable * Completing various additional tasks as assigned Our Ideal Candidate We are seeking a customer-focused individual with a pleasant demeanor and excellent communication skills. Our ideal candidate will have: * A good sense of humor, indispensable for a fast-paced environment * The ability to multitask and prioritize, with a problem-solving attitude * Cigar knowledge is a plus, but a drive for customer service and willingness to learn is essential * Experience with generating and presenting reports based on system data * Proficient communication skills, both verbal and written * Basic to intermediate computer knowledge with a working knowledge of Microsoft Office (Excel, Word) and Google Apps (Drive, Docs, Sheets) * A professional manner with strong organizational and time management skills * Comfortable in a fast-paced environment * Strong attention to detail * Ability to work independently in a remote environment * A quiet workspace with reliable internet connection * Ability to commute to Stuart, FL for semi-annual team meetings and gatherings Desired Qualifications We are looking for candidates with: * Experience with Zendesk * Familiarity with various web browsers, including Chrome/Firefox, and Internet Explorer, and the ability to shift seamlessly between many tabs at once * Familiarity with the Cigar industry Compensation and Benefits We offer a competitive compensation package, including: * $25-$30 per hour, depending on experience * Comprehensive Health Insurance: Medical, Dental, & Vision * Retirement plan options with company match * Participation in bonus plans (based on individual and company goals being met) * Paid holidays * Paid Time Off (PTO) * Generous employee discount * Career advancement opportunities Work Environment and Culture As a remote employee, you will have the flexibility to work from home and enjoy a quiet workspace with reliable internet connection. Our company culture is built on the principles of internal growth, career development, and a passion for delivering outstanding customer experiences. We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please apply including your resume and a cover letter, to. We look forward to hearing from you! Note: Please do not visit our location unless you have an interview scheduled. Doing so will result in immediate disqualification.