Customer Service Manager

About the role

We are seeking a Customer Service Manager to lead a small, dynamic team of Customer Experience professionals. The role focuses on championing the customer’s voice, driving continuous improvement, and ensuring a consistent, delightful experience across all brand touchpoints.

Key responsibilities

• Lead, build and strengthen a team of Customer Experience representatives.
• Foster a customer‑centric mindset throughout the organization.
• Collaborate with sales to support order entry and deliver exceptional service.
• Own and operationalize the customer feedback loop across live channels, email, reviews, surveys and social sentiment.
• Analyze and synthesize feedback to drive cross‑functional improvements.
• Create and monitor KPIs that measure satisfaction, loyalty and operational success.
• Present insights and recommendations to senior leadership.
• Propose and implement new CX programs, enhancements and software upgrades.
• Respond to customer feedback promptly and empathetically.

Required profile

• Proven experience leading customer‑service or customer‑experience teams.
• Strong ability to influence and collaborate across functions.
• Data‑driven mindset with experience turning insights into action.
• Excellent communication and presentation skills.
• Passion for delivering best‑in‑class customer experiences.

Required skills

What we offer

• Competitive base salary $100k‑$115k.
• Quarterly bonus potential.
• Comprehensive medical, dental, vision, disability and life insurance.
• 401(k) with generous company match.
• 12 paid holidays, paid vacation and sick time.
• Culture that values individual contributions.
• Professional development opportunities.