Customer Service Manager

About the role

The Customer Service Manager will lead a small, dynamic team to deliver best‑in‑class customer experiences across all brand touchpoints. This role champions the customer’s voice, turning insights from every interaction into continuous improvement.

Key responsibilities

• Build, mentor and expand a high‑performing Customer Experience team.
• Collaborate with sales to ensure smooth order entry and exceptional service.
• Own the customer feedback loop, capturing data from live channels, email, reviews, surveys and social sentiment.
• Analyze and synthesize feedback, sharing actionable insights with cross‑functional partners.
• Develop and track KPIs that measure satisfaction, loyalty and operational success.
• Present trends and recommendations to senior leadership.
• Propose and implement CX programs, enhancements and software upgrades.

Required profile

• Proven leadership experience in customer service or experience management.
• Strong analytical mindset with ability to turn data into actionable strategies.
• Excellent communication and influencing skills across all organizational levels.
• Track record of driving process improvements and operational efficiency.

Required skills

What we offer

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