Customer Service Manager

Position Overview

We are seeking a motivated, organized, and results-driven Customer Service Manager to lead and grow our customer service function. This role starts with mastering our brand's direct customer service operations and expands into ecommerce and marketplace channels including Amazon, Home Depot, Lowes, Staples, wholesale accounts, and more.

The ideal candidate will have a proven track record of building high-performing teams, improving processes, streamlining operations, and establishing KPIs and metrics that drive excellence across the department.

Important:
This role requires hands-on experience in product-based customer service — specifically supporting physical, tangible goods such as consumer products, medical or healthcare equipment, or home improvement products. Experience solely in software, SaaS, telecom, or service-industry customer service does not meet this requirement. Candidates without this background will not be considered.

Key Responsibilities

Team Leadership & Development

• Recruit, hire, onboard, and develop a high-performing customer service team capable of scaling across brand-direct, ecommerce, and marketplace channels
• Coach, mentor, and motivate agents through regular feedback, performance reviews, and career development planning
• Build a team culture grounded in accountability, empathy, and continuous improvement
• Communicate clear job expectations and consistently enforce company policies and procedures

Process Improvement & Operations

• Evaluate, redesign, and streamline customer service workflows to improve efficiency and scalability across all channels
• Identify bottlenecks and implement solutions that reduce handle time, improve first-contact resolution, and increase overall team productivity
• Develop and maintain SOPs, communication guidelines, and escalation procedures
• Stay ahead of industry developments and apply best practices to ongoing operations

KPIs, Metrics & Reporting

• Establish, track, and report on key performance indicators including:
  • CSAT
  • NPS
  • Response time
  • Resolution rate
  • Ticket volume
  • Additional operational metrics
• Use data to identify trends, measure team performance, and make informed decisions regarding resource allocation and process improvements
• Present regular performance reports to senior leadership with actionable insights and recommendations

Customer Experience

• Oversee management of customer inquiries and escalations across all platforms including email, phone, chat, and marketplace portals
• Take ownership of customer issues and ensure they are resolved thoroughly and promptly
• Improve the overall customer service experience to build loyalty, drive retention, and support organic growth
• Identify and assess customer needs to achieve maximum satisfaction and brand consistency

Ecommerce & Marketplace Management

• Manage and support customer service operations across ecommerce and marketplace channels including Amazon, Home Depot, Lowes, Staples, and wholesale partners
• Understand platform-specific requirements, SLAs, and escalation processes for each channel
• Collaborate cross-functionally with sales, operations, and marketing teams to ensure consistent service standards across all touchpoints

Qualifications & Skills

Required

• 2–3 years of customer service management experience, including direct team-building and department leadership
• Demonstrated experience setting up KPIs, tracking metrics, and using data to drive performance improvements
• Proven ability to streamline processes and improve departmental efficiency
• Experience managing or supporting ecommerce and/or marketplace channels (Amazon, Home Depot, Lowes, Staples, or similar)
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities with the capacity to manage high-volume, fast-paced environments
• Intermediate proficiency in Microsoft Office Suite (Outlook, Word, and Excel minimum)
• Ability to adapt to different customer types with patience, professionalism, and composure

Preferred

• Experience in product-based or wholesale/B2B customer service environments
• Familiarity with CRM platforms, helpdesk tools (e.g., Zendesk, Freshdesk), and marketplace seller portals
• Self-starter with a competitive drive, strong ownership mentality, and a continuous improvement mindset