Customer Service Manager (E-Commerce)

Linjer Customer Service Manager (E-Commerce)

Founded in 2014, Linjer is a design studio with Scandinavian roots dedicated to creating timeless, high-quality jewelry, bags, and watches. Frustrated by the limited options between fast fashion and overpriced luxury, we partner directly with top suppliers to deliver beautiful, well-crafted products at a fraction of traditional luxury prices. We are committed to thoughtful design and sustainable practices, using recycled metals, ethically sourced gemstones, and conflict-free, lab-grown diamonds. Our company is rapidly scaling and we're excited to expand our Hong Kong office by adding 10 new team members this year!

What Linjer offers:

• A multicultural and inclusive team culture
• Talented and passionate colleagues committed to excellence
• Work/life balance with a predictable 9am-6pm work schedule
• The opportunity to make an impact with your work from day one
• Exposure to entrepreneurship in a stable business growing 100%+ every year
• Accelerated career growth opportunities for high achievers

*******************************************************

Who We're Looking For:

We are seeking a Customer Service Manager (E-Commerce) to help us deliver excellent, high-touch service to our customers by overseeing quality assurance across our growing team, training new team members, being a point of escalation for complex tickets, overseeing the establishment of new processes, and handling tickets. The position is full-time in our Hong Kong office.

What You'll Do:

• Learn all of our customer care processes inside and out
• Conduct quality assurance for team members to support development and growth
• Onboarding new team members
• Handle and manage tickets via email/other platforms - especially escalated tickets
• Manage our content database and documentation
• Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries
• Interact with our fulfillment warehouse to ensure timely and efficient delivery of orders
• Frequent reporting to monitor the performance of the team and plan resources

Who You Are:

• You have excellent written English
• You have excellent judgement
• You're very organized and a great communicator
• You're thorough and detail-oriented
• You love to help people
• You're coachable and dedicated to continuous personal improvement
• You're tech literate and can learn new software with ease
• You're passionate about our brand and about what we do

Even better:

• Fluency in other languages

We are not able to sponsor visas for this position.

What You Can Expect:

• Responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
• Work in a very dynamic environment and be part of an international team
• Personal development opportunities with the CEO