What are the responsibilities and job description for the Customer Service Manager for Fashion Brand position at WMP Eyewear?
About Us
At WMP Eyewear, we believe quality eyewear shouldn’t be exclusive to designer labels. That’s why we’re dedicated to creating high-quality, affordable eyewear that is accessible to everyone. Each product we offer is (W)orn and (M)ade with (P)urpose. WMP began as a big dream in a small Chicago apartment in 2011 and has grown into one of Inc. 5000’s Fastest Growing Companies. As an independently owned brand based in Scottsdale, Arizona, we consistently offer premium eyewear at prices that outperform the competition. We’re also committed to giving back, donating a portion of every purchase to animals in need.
Who We're Looking For
Do you have a passion for helping people and leading a team? Our rapidly growing fashion e-commerce brand is seeking a Customer Service Manager to guide and expand our CSR (Customer Service Representative) team. This team supports our online customers via email, chat, and phone. If you thrive in a fast-paced, collaborative, and fun environment, we’d love to meet you.
What You’ll Do
Team Leadership & Support
- Ensure the CSR team responds promptly and professionally to customer inquiries across phone, email, and chat; you will also jump in as needed.
- Provide coaching, support, and real-time guidance to the CSR team.
- Train and mentor new hires to ensure long-term success and confidence in the role.
- Maintain and regularly update the customer service handbook to ensure all SOPs are accurate and current.
Prescription (RX) Customer Support Oversight
- Oversee all RX-related customer service tickets, ensuring accuracy, compliance, and prompt resolution.
- Work closely with lab techs and our internal optical team to manage rechecks, prescription verifications, remakes, and escalated RX issues.
- Ensure clear communication between CSRs and the lab so the customer experience stays smooth, consistent, and accurate.
- Audit RX ticket handling to ensure quality, precision, and adherence to brand standards.
Compliance & Standards
- Ensure the CSR team is trained and compliant with HIPAA regulations, prescription handling standards, and all privacy protocols.
- Implement and maintain CS processes that meet legal guidelines, including how RX information is received, stored, verified, and communicated.
- Monitor for potential compliance risks and work with leadership to address issues proactively.
Process Improvement & CX Optimization
- Collaborate with other departments to resolve customer issues and handle escalations effectively.
- Optimize customer service operations by designing and improving AI-driven systems, refining macros, and building advanced automations to increase speed, accuracy, and consistency.
- Develop smarter workflows that reduce manual work for CSRs and improve customer satisfaction.
- Manage and respond to customer reviews across platforms, with a strong focus on increasing positive sentiment.
- Regularly review Gorgias features and implement new tools to enhance efficiency.
- Develop and present monthly performance reports to leadership, highlighting wins, opportunities, and data-driven improvements.
Qualifications
- High school diploma or equivalent
- Typing speed: 50 WPM
- Proven experience in customer service, ideally in an eCommerce environment
- Strong proficiency in Gorgias or Zendesk (required)
- Excellent verbal and written communication skills
- Ability to multitask, prioritize, and manage time effectively
- Experience with RX eyewear processes, HIPAA compliance, or AI/automation tools is a bonus, not required
Why Join Us?
- Collaborative, supportive, and inclusive work culture
- Clear career-growth opportunities: we’re expanding rapidly
- Flexible schedule: 8-hour shift (you choose 8:00–4:00, 8:30–4:30, or 9:00–5:00)
- Friday Flex: Wrap up one hour early every Friday
- Medical, dental, and vision benefits
- Generous PTO, plus additional Birthday & Anniversary PTO and 11 paid holidays
- A complimentary pair of sunglasses every month
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person