Customer Satisfaction Manager for Latino Market

About Weee!

Weee! is the largest and fastest-growing ethnic e-grocer in the United States, operating in one of the largest underserved categories in retail with affordable access to exciting ethnic food. By partnering with local suppliers, redesigning the value chain and leveraging social buying, Weee! is reshaping the grocery business entirely. You can read more about us on Business Insider, Reuters and TechCrunch.

Weee! is headquartered in Fremont, CA, and is currently available coast to coast with exceptional growth (5x YoY) across geographies, categories and ethnicities. We have raised $800M+ in funding to date from leading investors including Softbank Vision Funds, DST, Blackstone, Tiger Global, Lightspeed Ventures, Goodwater Capital, XVC and iFly. The opportunity now is to join a rocketship as we prepare for the next stage of growth, and an eventual public listing.

This role is onsite 5 days a week in Fremont, CA

About the Role

We are seeking a dynamic and experienced Customer Service Manager to manage after-sales support and oversee day-to-day operations for our Latino market. The ideal candidate will possess strong communication and problem-solving skills in both English and Spanish, with a passion for building a CS team with excellent customer service and optimizing business processes. The role requires a hands-on approach to team management, training, and workflow development, as well as the ability to thrive under pressure.

Responsibilities

Customer Service Management:

• Oversee the handling of after-sales customer support cases for the Latino market.
• Ensure timely and efficient resolution of customer issues related to product delivery, returns, exchanges, and quality concerns.

Team Management Support:

• Establish Latino after-sales service team.
• In charge of daily team operations, providing leadership and guidance to the customer service team.
• Help monitor team performance, drive engagement, and provide feedback to improve service quality.

Process and Documentation Development:

• Develop and update training materials, customer service guides, and operational workflows to ensure efficiency and consistency across the team.
• Collaborate with the team to refine processes and standardize procedures for customer support and after-sales services.

Cross-Department Collaboration:

• Work closely with other departments, including logistics, marketing, and sales, to ensure alignment and effective communication in addressing customer needs.

Qualifications

• Fluency in English and Spanish is a must (both written and spoken). Knowledge in Portuguese is a plus.
• Minimum 3 years of experience in customer service management within the e-commerce industry, preferably in a multicultural or Latino - focused business environment.
• Good leadership and team management skills, with the ability to build and motivate a diverse team.
• Ability to create and refine documentation for internal processes, training, and customer service standards.
• Problem-solving and conflict resolution skills to manage customer issues effectively.
• Ability to work in a fast-paced, high-pressure environment and manage multiple tasks with attention to detail.

Benefits

• Comprehensive health insurance package, including medical, dental, and vision.  PPO/HMO packages
• 401k, 4% company match
• Equity and Bonus 
• Vacation, sick and holiday time off
• Monthly mobile stipend
• Monthly Weee! Points credits

Compensation Range

• The US base salary range for this full-time position is $85,000 - $108,000
• This role may be eligible to discretionary bonus, incentives and be