Customer Service Manager

  • Remote
Job Description:

Retail-based Software Development firm seeking candidate for manager level position. Candidates should have on-the-job experience with customer service.

Retail Backbone ( is a web application designed to integrate eCommerce and brick/mortar operations for online retailers such as Moosejaw Mountaineering ( We are looking for a reliable and enthusiastic customer service manager to train and evolve within our casual work-from-home team.

WORK FROM ANYWHERE: Our existing team of employees are spread throughout the state of Michigan, and all meetings are conducted via web conference, so location is not an issue; you can work from home, a coffee shop, or on the beach. If you have a laptop, reliable internet connection and the talent, we are interested.

In this position, you will be responsible for becoming a true Retail Backbone power user and understanding the clients’ retail operations. You will assist the clients with existing software functionality and outline bugs/enhancement requests for developer intervention.

Job Responsibilities:
  • Become a true Retail Backbone “power user” – becoming proficient with all of the functionality within our software
  • Documentation skills for processes and procedures (creating knowledge base articles, etc ).
  • Understand the full life-cycle of clients’ retail operations
  • Troubleshoot technical support issues via phone/email/Zoom
  • Resolve non-technical (user error) problems
  • Escalate bugs and enhancement requests that require developer intervention
  • Create power-user training for new clients
  • Prepare and deliver software demos and proposals for perspective clients
  • Documentation skills for processes and procedures (creating knowledge base articles, etc.)
  • Capable of managing responsibilities independently
  • Excellent time management and organizational skills
  • Most be accountable, organized, innovative and motivated; job requires detailed logging of all project work for billing and knowledge base
  • Excellent oral and written communication and interpersonal skills

Salary range: $45K - $55K. In addition to our generous starting salary, we also offer flexible scheduling, telecommunication reimbursement, health insurance, and paid time-off.