Kerja Sepenuh Masa, E-commerce Customer Experience Manager di Sereni - Maukerja

Hey there!

We’re looking for a proactive E-commerce Customer Experience Manager to join Sereni Parenting.

You’ll manage our customer support team, monitor performance, investigate recurring customer issues, and improve the systems behind customer service.

During your first 2 weeks, you’ll work closely with the founder to review the current customer support operation, investigate issues, improve processes, and build the systems you’ll eventually take ownership of.

Who We Are

Sereni Parenting is a growing e-commerce brand creating products that support children and families.

Our mission is to make everyday life easier for families raising children with autism, ADHD, and sensory needs. We want to build a brand parents genuinely trust and a customer experience that makes them feel supported, understood, and cared for.

Key Responsibilities

• Manage and support our existing customer service team.
• Monitor response times, resolution times, refunds, complaints, reviews, and other key support metrics.
• Investigate recurring customer issues and find the root cause.
• Improve SOPs, canned responses, escalation rules, and support processes.
• Review tickets and make sure customers are receiving accurate and helpful responses.
• Handle difficult customer escalations.
• Identify issues like shipping delays, stock problems, or fulfilment issues before they create more complaints.
• Report key customer service problems to the founders and recommend what should be fixed.
• Help improve refunds, returns, and complaint handling.
• Use AI and automation to improve reporting, monitoring, and repetitive support tasks.
• Work with fulfilment partners and internal team members when customer problems are caused by operational issues.

Required Experience

• 2+ years in customer service, customer experience, or e-commerce support.
• Expeirence with customer service metrics and reports.
• Experience creating or improving SOPs, canned responses, and support processes.
• Experience managing or supervising a customer support team.
• Experience working in e-commerce.
• Experience with Shopify.
• Experience with Commslayer, Gorgias, Zendesk, or a similar customer support platform.
• Experience handling refunds, returns, order tracking, and customer escalations.
• Experience using AI tools.

Role Details

• Full-time
• Remote
• Monday–Friday
• Long-term position
• Open to candidates in Malaysia or the Philippines
• Salary based on experience

Why You’ll Love Working With Us

• Fully Remote & Flexible: Work from home with flexible hours.
• Dynamic Environment: Work with a fast-moving team that values innovation and improvement.
• Career Growth: Take on more responsibility and grow into more senior roles over time.
• Real Impact: Your work will directly influence the customer experience and growth of the company.
• Competitive Compensation: Salary based on experience and capability.