Customer Service Manager
Fair HarborNew York, NY, US10 days ago
Job type
- Full-time
Job description100% 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 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 Join a mission-driven brand making a real impact Lead tech-driven CX transformation Collaborative, growth-focused environment Hybrid flexibility & competitive compensation
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
What We're Looking For
Why You'll Love It Here
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
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