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Customer Service Manager

We’re currently seeking a full-time Customer Service Manager who will be responsible for driving results and productivity of our customer service department through effective management and communication. The Customer Service Manager will work closely with the Ecommerce and Retail teams on strategy, KPIs, and escalated issues. The ideal candidate will have excellent knowledge of luxury brands and be a strong communicator.

Responsibilities:

  • Provide insight to the team on brands, tone of voice and how to respond to the high-end customer
  • Assess daily/weekly service levels and quality of service; implement service improvement strategies
  • Act as final point of escalation for customer related issues
  • Identify key areas of improvement and partner with management team to implement policies, procedures, technical improvements and training programs to address those areas
  • Provide weekly customer feedback report
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
  • Responsible for recruiting, training and developing Customer Service Associates to ensure knowledge and skill-set growth

Minimum Qualifications: 

  • 2+ years of customer service experience or luxury retail experience
  • Excellent verbal and written communication skills and people management skills
  • Proficient Microsoft Office skills
  • Ability to work a flexible schedule to include weekend availability, on call, and increased hours during holiday seasons
  • Passion for providing excellent customer service

Preferred Qualifications:

  • Experience working in a fast-paced retail ecommerce environment
  • Familiarity with Lightspeed, Shopify, and Zendesk
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