Mimi Beds is looking for an experienced, proactive Customer Service Manager to lead and elevate our customer support experience across multiple channels. If you're passionate about turning operational challenges into customer satisfaction—and you thrive in a fast-paced, high-growth ecommerce environment—this role is for you.
What You’ll Do
* Lead and manage customer service operations across platforms (Shopify, Zendesk, Faire, Amazon, Meta)
* Oversee day-to-day ticket management, inquiries, and escalations
* Develop and optimize SOPs for pre-orders, returns, refunds, and delivery issues
* Collaborate with logistics partners to ensure real-time order status and timely fulfillment
* Maintain KPIs like first-response time and resolution time.
* Own the customer recovery workflow (late orders, complaints, etc.) and track outcomes
* Report on recurring issues to inform the management team.
* Proactively identify process gaps and take initiative to build smarter systems.
What We’re Looking For
* Proficiency in English and French is a must.
* 2+ years in customer service management (preferably in ecommerce)
* Proficiency with Shopify and Zendesk is a must
* Experience working with logistics systems or 3PLs (e.g., tracking, claims, ASN creation)
* Strong written communication and problem-solving skills
* Ability to lead with empathy while enforcing accountability
* Detail-oriented with strong organizational habits
* Self-starter who thrives in remote, collaborative environments
Bonus If You Have
* Experience with Gorgias, Faire, or Wayfair
* Familiarity with basic analytics or CSAT tracking tools
Why Mimi Beds?
* We’re a small, design-driven brand growing fast in the North American market. We prioritize thoughtful customer experience, operational excellence, and creative collaboration. You'll have the space to lead, innovate, and help shape what world-class service means for our community.
Annuel based
Morocco, Morocco
Morocco, Morocco
