Talent.com
Customer Service Manager

Customer Service Manager

Fair HarborNew York, NY, US
Hace 10 días
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

Customer Service Manager

New York, NY (Hybrid) | Full-Time | Customer Experience (CX)

Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class servicethis role is for you!

At Fair Harbor, we design sustainable, high-quality apparel made for life's adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

What You'll Do

  • Lead Operations : Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.
  • Own Salesforce Rollout : Drive setup, customization, integration, and training for Service Cloud.
  • Supercharge Workflows : Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.
  • Run Special Projects : Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.
  • Coach the Team : Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.

What Success Looks Like

  • 100% Salesforce adoption within 90 days
  • 65%+ Tier 1 tickets resolved by AI workflows
  • CSAT maintained at 4.7 / 5+
  • 20%+ increase in VIP repeat purchase rate

    • What We're Looking For

  • 5+ years in customer service (2+ in management)
  • Experience rolling out and optimizing CRM / service platforms (Salesforce preferred)
  • Strong knowledge of service workflows (ticket routing, macros, automation, returns)
  • Hands-on AI / chatbot experience
  • Familiarity with B2B / custom orders (embroidery, monogramming, gifting)
  • Excellent project management, analytical, and communication skills

    • Why You'll Love It Here

  • Join a mission-driven brand making a real impact
  • Lead tech-driven CX transformation
  • Collaborative, growth-focused environment
  • Hybrid flexibility & competitive compensation

    • Ready to help shape the future of customer experience at Fair Harbor? Apply today!

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    Customer Service Manager • New York, NY, US