Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, guide, and manage the daily functions of the Customer Service team.

• Provide training and development opportunities for team members.

• Serve as an escalation point for complex or urgent customer issues.

• Track customer interactions and feedback to uncover trends and areas for improvement.

• Collaborate with Sales, Marketing, Design, and Operations to surpass customer expectations.

• Create and implement customer service procedures and workflows.

• Evaluate customer service metrics and present team performance and customer satisfaction insights to leadership.

• Initiate programs to boost customer loyalty, satisfaction, and retention.

• Develop and maintain customer service documentation, FAQs, and knowledge base resources.

• Cultivate a positive and solution-focused workplace atmosphere.

⛳️ Requirements

• Minimum of 5 years of experience in customer service.

• At least 2 years in a leadership or managerial capacity.

• Proven experience in managing a team and promoting a collaborative, customer-focused culture.

• Exceptional written and verbal communication abilities.

• Experience within startups, e-commerce, fashion, or apparel/product manufacturing is preferred.

• Strong skills in problem-solving and conflict resolution.

• Capability to work under pressure and juggle multiple priorities in a dynamic environment.

• Familiarity with customer service platforms and CRM software.

• A passion for delivering outstanding service and nurturing long-term client relationships.

• Previous experience in a creative or design-oriented environment is advantageous.

• Excellent organizational skills and meticulous attention to detail.

• Availability to work during US business hours.

• Required language(s): English.

• Resume/CV must be submitted in English.

🏝️ Benefits

• Fully remote work environment.

• Flexibility to work from anywhere globally with necessary tools and a reliable, fast internet connection.

• Equal Opportunity Employer.

• A fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation.