What are the responsibilities and job description for the Customer Success Manager position at Sleepyhead?
Customer Success Manager
About Us
Sleepyhead is one of the fastest-growing brands in the sleep industry — recently named to the Inc. 5000 list of America’s fastest-growing private companies. We’re a modern, Scottsdale-based e-commerce company shaking up the college sleep market with our premium mattress toppers and sleep essentials. Known for our high-performance products, data-driven marketing, and strong brand identity, Sleepyhead has built a loyal following of students, parents, and universities across the country.
Position Overview
Sleepyhead is seeking a highly organized and customer-focused Customer Success Manager to lead our customer experience efforts and ensure our customers receive exceptional support. This role will oversee daily customer service operations, respond to customer inquiries, and help continuously improve the overall customer experience.
The ideal candidate is an excellent communicator, strong problem-solver, and comfortable working in a fast-paced e-commerce environment. Experience with Shopify and Amazon Seller Central is a strong plus. This position is in-person at our Scottsdale office, Monday through Friday, with weekend availability required at least once per month.
Key Responsibilities
- Customer Support Management: Respond to and oversee customer inquiries via email, phone, and other support channels, ensuring timely and professional responses.
- Amazon Comment & Review Management: Monitor and respond to Amazon comments and reviews to maintain a positive brand presence and address customer concerns.
- Return & Order Resolution: Assist with processing return orders, refunds, replacements, and order-related issues while ensuring accurate record keeping.
- Customer Satisfaction: Work proactively to resolve issues quickly and effectively while maintaining a positive customer experience.
- Product Knowledge: Maintain strong knowledge of Sleepyhead products to provide accurate information and recommendations to customers.
- Documentation & Systems: Maintain organized and detailed records of customer interactions in internal systems.
- Process Improvement: Identify trends in customer feedback and help develop processes that improve the overall customer experience.
- Team Collaboration: Work closely with marketing, operations, and logistics teams to resolve issues and improve communication across departments.
Qualifications
- Bachelor’s degree preferred (or equivalent experience).
- Proven experience in customer service or customer service management.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional when handling challenging customer situations.
- Experience with customer service software or support platforms.
- Experience with Shopify and Amazon Seller Central is a strong plus.
- Reliable, organized, and able to work in-person in our Scottsdale office Monday–Friday.
- Weekend availability required at least once per month.
If you are passionate about delivering outstanding customer experiences and want to join a fast-growing e-commerce brand, we encourage you to apply.