Job Details

About Manhead LLC

Manhead is a worldwide, full service, merchandise and experiential company creating the global intersection of music, fashion and culture through branded experiences that strengthen the bond between artists and fans. For over thirteen years, Manheadhas succeeded as one of the leading, independently owned music/entertainment merchandise companies, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops.

About the role

We are seeking a customer-focused support agent to deliver exceptional service across multiple ecommerce storefronts. This role requires strong communication skills, the ability to multitask, and a proactive approach to problem-solving in a fast-paced environment. This position can be remote, but preference will be given to candidates in Nashville TN, as our Ecommerce team and company headquarters are based in Nashville.

What you'll do

• Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.)
• Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms.
• Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy.
• Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders.
• Maintain response times in line with SLAs set by the Customer Support Manager
• Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement.
• Stay up to date on product releases, promotions, and website updates to provide accurate and timely information.
• Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc.
• Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.

• Comfortable engaging with customers across multiple channels, including email, chat, and other support platforms
• Proficient with CRM and ecommerce tools such as Gorgias, Shopify, and ShipBob
• Experienced in supporting customers in fast-paced ecommerce environments, including managing multiple storefronts or brands
• Solid understanding of ecommerce workflows, including orders, shipping, returns, refunds, and exchanges
• Highly organized with excellent attention to detail when managing multiple accounts and platforms
• Clear, friendly communicator capable of explaining information in an easy-to-understand manner
• Strong typing skills and proficiency with computers and software systems
• Skilled problem-solver who can resolve issues independently and efficiently
• Calm, adaptable, and positive when multitasking in high-pressure situations