Customer Service Manager

Job Title: Customer Service Manager

Company: Tethrd

Website: https://www.tethrd.com

Location: Columbia, TN

ABOUT TETHRD

Tethrd is redefining mobile hunting. We build ultralight, innovative systems for saddle hunters and DIY whitetail fanatics who hunt hard, chase adventure, and value a full freezer, regardless of the size of the antlers. Our mission is to create a community for people like us—hunters who live for every second in the woods, who don’t judge success by rack size, and who share knowledge, passion, and respect for the effort put into the hunt. We’re here to support, inspire, and connect a growing nation of mobile hunters, and to make sure they have the gear, education, and community that elevates the experience.

POSITION OVERVIEW

The Customer Service Manager will lead Tethrd’s customer support team and ensure every customer interaction reflects the quality, knowledge, and trust our brand is built on. This person will oversee a small team responsible for general support, warranties, returns, exchanges, and issue resolution across phone, email, online chat, and customer service systems. This role requires someone who is organized, technically competent, and comfortable using tools such as Talkdesk, Redo, Shopify, and related systems. They do not need to be a developer or technical administrator, but must be able to learn systems quickly, identify issues, and help the team work more efficiently.

This person must love whitetail hunting and be able to speak confidently with customers about saddle hunting, Tethrd products, setup, usage, and gear selection. The ideal candidate is a self-starter who leads by example, communicates clearly, actively searches for answers, and is comfortable engaging with hunters by phone, email, in the retail shop, at events, and in small group settings.

KEY RESPONSIBILITIES

Customer Support Leadership

• Manage a small customer service team handling phone, email, chat, warranty, return, exchange, and general support inquiries.
• Ensure customers receive timely, helpful, and knowledgeable responses across all support channels.
• Personally answer calls, respond to emails, and assist customers as needed.
• Create and maintain customer support processes, including internal documentation for common questions and resolutions.
• Answer technical questions related to saddle hunting, mobile hunting, Tethrd products, setup, usage, and troubleshooting.
• Set expectations for response times, tone, issue resolution, and customer follow-up.
• Coach team members on communication, product knowledge, and problem-solving.
• Monitor recurring customer issues, product questions, and friction points.
• Provide high-level oversight of warranty, return, and exchange processes to ensure they are handled fairly and consistently.
• Support the team when escalation, judgment, or leadership input is needed.

Systems & Technical Competency

• Use Talkdesk, Redo, Shopify, and related tools to support daily customer service operations.
• Navigate Shopify to review orders, assist customers, and look up order information.
• Help ensure workflows, tags, automations, and reporting are used properly by the team.
• Troubleshoot basic system issues and coordinate with internal or external partners when needed.
• Track key support metrics and provide regular updates to leadership.

Retail Shop Support

• Assist with the Tethrd Retail Shop inside Tethrd Headquarters.
• Help hunters choose saddles, sticks, platforms, ropes, and accessories based on their needs and hunting style.
• Provide knowledgeable, hands-on product guidance to customers visiting the shop.
• Operate and manage the retail POS system for in-person purchases.

Events & Customer Engagement

• Attend consumer events, retail events, and brand activations as needed.
• Represent Tethrd professionally with customers, retail partners, and the hunting community.
• Speak on camera or in front of small groups about Tethrd products, saddle hunting basics, and customer support topics.

 Assist with demos, product questions, and in-person customer conversations at events.

QUALIFICATIONS

• 5 years of customer service, customer success, retail management, operations, or related experience.
• Experience managing or leading a small team preferred.
• Strong technical competency and ability to learn, manage, and improve customer service systems.
• Comfortable using Shopify or similar ecommerce platforms.
• Experience with Talkdesk, Redo, or similar customer support, phone, warranty, return, or exchange platforms preferred.
• Strong written and verbal communication skills.
• Comfortable answering phones, responding to emails, and handling difficult customer conversations with professionalism.
• Must be a whitetail hunter with strong knowledge of saddle hunting and mobile hunting gear.
• Comfortable speaking in front of small groups of hunters and representing the brand at events.
• Willingness to travel to events, retail partners, and company gatherings as needed.
• Highly organized, accountable, and able to manage multiple priorities at once.
• Self-starter who actively searches for answers and takes ownership of problems.
• Must understand and care deeply about the customer experience.

APPLICATION INSTRUCTIONS

Please submit your resume and a cover letter detailing your relevant experience and passion for digital marketing and the outdoors to Colleen Edgerton at colleen@tethrd.com.

Tethrd is an equal opportunity employer.