Job Description
Title : Customer Service Manager
Location : Remote
Salary : $60,000 per year base + benefits
Industry : Retail
Brief Overview :
This role will lead the eCommerce customer service function for a retail apparel brand, ensuring that every interaction—whether via email, chat, social, or phone—delivers a premium and brand-right experience and collaborate closely with cross-functional partners across digital operations, fulfillment, merchandising, and marketing to optimize the online customer journey and drive satisfaction, loyalty, and repeat purchase.
Job Responsibilities :
- Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels.
- Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience.
- Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns / exchanges processes.
- Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction.
- Collaborate with digital product and UX teams to identify pain points in the customer journey and contribute to site enhancements that reduce service volume.
- Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement.
- Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand.
- Advocate for the voice of the customer internally—sharing trends, feedback, and insights to inform broader brand and operational decisions.
- Job Requirements :
- Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
- 5+ years of experience in customer service management within eCommerce, retail, or apparel.
- Experience managing and mentoring customer service teams in a high-volume, digital-first environment.
- Strong understanding of eCommerce operations, order management, and fulfillment workflows.
- Excellent written and verbal communication skills with a sharp attention to tone, empathy, and brand voice.
- Proficiency with customer service platforms and CRM tools (Zendesk, Gorgias, Salesforce, etc.).
- Data-driven mindset with strong analytical and problem-solving skills.
- Proven ability to collaborate cross-functionally and influence outcomes in a fast-paced setting.