About the Role:

Reporting to the Director of Customer Service, the Customer Service Manager is responsible for managing a core team of in-house Customer Service Specialists, partners with BPO and 3PL partners and communicates effectively across departments internally to achieve the greatest customer service team and customer experience anywhere! 

The Customer Service Manager works to identify issues across the whole Success team, breaking the issues down into manageable components, creating solutions with measurable results. 

What You’ll Do:

• Oversee and direct the ongoing training and development of the core team to ensure consistent quality customer experiences throughout the year. 
• Segment the current customer-based workload and distributes tasks effectively to the core team. 
• Conduct quarterly and yearly reviews of direct reports.
• Consistently communicate information, updates, and changes across teams and departments. 
• Work with our 3PL to identify fulfilment errors with the goal of resolving or minimizing these instances. Work closely with our BPO to review quality and staffing needs are met. 
• Forecast headcount support needs for call, chat, and email across the Customer Service organization throughout the year to ensure adequate staffing.
• Analyze and compile metrics across systems to review team performance and measure developmental improvements and/or identifying areas of opportunity in development. 
• Manage a budget/P&L for their department.

What You’ll Need

• 5 years of experience in customer experience at a retail, consumer, e-commerce or hospitality company, 2 in a leadership capacity
• Ability to multi-task and coordinate ongoing projects, plans, and people development
• Problem solve, be creative, no task is too big or small, must incorporate a can-do attitude
• Experience working with training and development tools 
• Salesforce.com experience is preferred
• Entrepreneurial mindset with the ability to react to business trends and identify areas of opportunity
• Background in data capture and report consolidation should have an understanding of Zendesk
• Thorough understanding of customer experience metrics and how to capture
• Data obsessed, capable of turning feedback into data-driven insights with limited resources
• Strong communication and analytical skills -- verbal and written
• Preferably an understanding of Zendesk ticketing system
• Flexible schedule with the ability to respond to emails after hours
• Tech and system-driven, proficiency with MS Office; Outlook, Excel, Word, Google