Customer Service Manager - E-Commerce H/F Luni

Détail du poste

Mission & Values
is committed to making professional-grade fitness accessible to everyone. Our mission is to design high-quality, durable equipment that enables users to achieve an athletic physique with just 20 minutes of daily training, leveraging the progressive resistance of bands.
Recently acquired by Luni, our strategy for the next few years will be to optimize the experience through all touchpoints (website, landing page, app), launch new products, expand through Europe and beyond.
Core Values:- Efficiency: Maximizing workout results in minimal time.- Accessibility: Providing affordable, high-quality equipment for all fitness levels.- Durability: Ensuring long-lasting products with a lifetime warranty.- Community: Fostering a supportive environment through their app and online platforms.
Products & Services
SmartWorkout Elite: A comprehensive resistance band kit with up to 120 kg resistance.Accessories: Including bars, handles, ankle straps, and door anchors for versatile training.Mobile App : Tailored plans for muscle building, weight loss, mobility, and injury recovery.
Customer Feedback
With an average rating of 4.7/5 on Trustpilot from over 1,800 reviews, customers praise SmartWorkout Pro for its:- Product Quality: Durable and effective equipment.- Customer Service: Responsive and helpful support team.- User Experience: Intuitive app and comprehensive workout programs.
Your mission :
As Customer Service Manager, you are the voice of SmartWorkout and the guardian of customer satisfaction. Your role is twofold:
1.Deliver an outstanding customer experience at every touchpoint2.Structure and optimize support operations to scale efficiently
You will handle customer service across our two key sales channels:-Our Shopify e-commerce store (FR / EU)-Our Amazon Seller accounts (FR / EU)
Your responsibilities
Daily customer support- Respond to customer inquiries with clarity, speed, and empathy (email, Amazon, social media) through Gorgias -Manage returns, refunds, exchanges, and dispute resolution-Track deliveries and resolve shipping issues-Monitor and respond to reviews (Shopify & Amazon) with a thoughtful, brand-consistent tone (through Trustpilot)-Ensure all Amazon support and seller performance metrics are met
Logistics coordination-Work with our warehouse and shipping partners to resolve order issues (Big Blue)-Manage Amazon FBA-specific cases (refunds, returns, inventory discrepancies)-Escalate recurring or high-impact operational issues
Continuous improvement-Track key KPIs: customer satisfaction, first response time, return rate, reviews, Amazon ratings-Create and refine internal templates, FAQs, for efficiency-Collaborate on improving the overall customer experience: website clarity, packaging, user manuals-Share actionable customer feedback with product and marketing teams
Your profile-You have at least 2 years' experience in customer service-You are used to Gorgias All-in one Customer Service platform-You are fluent in English - German would be a plus-Experience in a DNVB, e-commerce startup would a plus-Location :Bordeaux -> You'll join the offices of Luni, the recent acquirer of SmartWorkout, and enjoy beautiful workspaces, with access to a gym and regularly organized team activities (games, afterworks, etc.)
Equal opportunity employer
Research shows that women and other marginalized groups tend to only apply for a job when they meet every single criteria. Does this role sound like it was made for you, yet you don't check every box? Reach out anyways! We're an equal opportunity employer and are dedicated to fostering an inclusive and diverse environment for employees from all walks of life. We hire based on talent, and we're proud of our global perspective.