Customer Service Supervisor

Company Overview

VIIA Hemp Co is an innovative leader in the hemp industry. We create products to help people feel their best by incorporating minor cannabinoids and high-strength formulas. We have a fun, fast-paced work environment and are looking for an energetic and organized Customer Service Supervisor to join our expanding team to help us further our mission.

Role Overview

We are seeking a skilled and proactive Customer Service Supervisor to manage and support our growing customer service operations. This role will combine day-to-day ticket management with supervisor responsibilities, including overseeing the team, hiring, fraud detection, and ensuring the highest standards of customer support. Experience with Gorgias and Shopify Plus is essential.

Responsibilities

• Respond to customer inquiries via phone, email, and chat to ensure an exceptional experience.
• Serve as the escalation point for complex or sensitive customer issues.
• Monitor and ensure response times and ticket resolution meet established benchmarks.
• Supervise the Customer Support team, providing guidance, feedback, and training.
• Identify staffing needs and lead the recruitment and onboarding of new team members.
• Motivate the team to consistently deliver high-quality support and maintain a positive work environment.
• Oversee fraud detection systems to monitor and prevent fraudulent orders.
• Maintain and optimize Gorgias for efficient ticket management.
• Develop, document, and improve customer support policies and workflows.
• Analyze customer feedback and support data to identify areas for improvement.
• Utilize Gorgias statistics tools to analyze team performance, identify trends, and set measurable goals to drive growth and efficiency.
• Work closely with other departments to communicate customer insights and ensure seamless coordination.
• Actively contribute to company-wide initiatives and projects to enhance the customer experience.

Requirements

• 3+ years of customer support experience, with at least 1 year in a supervisory role.
• Proficiency in Gorgias and Shopify Plus is preferred.
• Exceptional communication skills, both written and verbal, with the ability to handle escalations professionally.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities.
• Experience in an e-commerce environment with a high volume of customer interactions.
• Knowledge of the hemp or wellness industry is a plus.

The Ideal Candidate

• Has a positive attitude and enjoys communicating with customers.
• Experience with Shopify, Gorgias, or comparable softwares.
• Extremely attentive to detail
• Excellent time management skills
• Excellent written and verbal communication skills
• Has the drive to learn and grow within a startup environment

Compensation and Benefits

• Work Flexibility: Remote work, M-F 9am to 5pm PST
• Career Growth: Opportunity to develop scalable customer service systems and grow within the company.
• Comprehensive Benefits: Health insurance, paid time off, and other standard benefits.

We offer competitive compensation, an incredible work environment, a fun work culture, and opportunities for career growth. Join our team of dedicated professionals and make a difference in the lives of our customers.

To apply, please submit your resume along with a cover letter to careers@viiahemp.com highlighting your relevant experience. We look forward to hearing from you!