Description:
Job Category: Call Centre and Customer Service
At Rhino-Rack, we’re more than just a leading manufacturer of roof racks, bike carriers, and vehicle accessories—we’re a community driven by core values that put people first. We believe in customer centricity, innovation, and continuous growth. Here, you’ll thrive in a dynamic, fast-paced environment where your skills and ideas are not just welcomed but celebrated. Join us and be part of a team where your contributions truly make a difference, and where collaboration and quality are at the heart of everything we do.
Job Description About Your RoleAs the Customer Service Manager , you will lead a dynamic customer support team while overseeing eCommerce and Marketing functions from a people management perspective. While you will directly manage the eCommerce and Marketing teams, there will be a dotted-line reporting relationship with the Marketing Team to ensure alignment with broader brand strategies.
In this role, you will drive the integration of AI-powered chatbot solutions, enhance global customer support operations, and ensure a seamless customer experience. Your leadership will be crucial in managing staff, optimizing customer service software, analyzing performance insights, and driving a high customer success rate. This role requires a strategic mindset, operational excellence, and the ability to foster collaboration across departments.
Your Key Responsibilities- Oversee customer service operations across multiple regions and time zones, ensuring exceptional service delivery tailored to different markets.
- Recruit, train, and develop a high-performing customer service team while fostering a culture of collaboration and growth.
- Monitor and refine AI-powered chatbot solutions to optimize customer interactions and resolution rates.
- Manage and enhance customer service platforms and tools to drive efficiency.
- Provide data-driven insights to leadership, improving customer satisfaction, retention, and resolution rates.
eCommerce & Marketing People Management:
- Lead and support the eCommerce and Marketing teams from a people management perspective.
- Work closely with the Marketing Team (dotted-line reporting) to ensure customer service initiatives align with brand and campaign strategies.
- Drive team development, performance reviews, and career growth opportunities.
- Ensure seamless collaboration between customer service, eCommerce, and Marketing functions to enhance the overall customer journey.
- 5+ years of experience in customer service management, preferably in a global or multi-regional capacity.
- Proven experience in managing eCommerce and/or Marketing teams, with strong people leadership skills.
- Expertise in implementing chatbot/AI solutions and leveraging customer service software.
- Strong proficiency with CRM platforms (e.g., NetSuite) and chatbot/AI tools.
- Excellent coaching, communication, and conflict-resolution abilities.
- Data-driven mindset with a proven track record of using insights to drive improvements.
- Strong decision-making and problem-solving skills.
Working at Rhino-Rack allows you a chance to have a significant impact on one of the fastest-growing global adventure companies in an exciting growth phase. Our culture is warm, friendly, and inclusive, and we encourage each other to bring our authentic selves to work. We also offer the following benefits:
- Hybrid WFH policy
- Access to our Employee Assistance Program (EAP)
- Free onsite parking
- 1 day entitlement for “Make Space for Adventure” leave