Customer Service Manager

About the role

We are looking for a motivated, organized, and results‑driven Customer Service Manager to lead and expand our customer service function. The role begins with mastering direct brand‑owned service operations and will grow to include ecommerce and marketplace channels such as Amazon, Home Depot, Lowes, Staples, and wholesale accounts.

Key responsibilities

• 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.
• Evaluate, redesign and streamline service workflows to improve efficiency, reduce handle time and increase first‑contact resolution.
• Establish, track and report on KPIs such as CSAT, NPS, response time, resolution rate and ticket volume.
• Oversee customer inquiries and escalations across email, phone, chat and marketplace portals, ensuring prompt and thorough resolution.
• Manage service operations on ecommerce and marketplace platforms, adhering to each platform’s specific requirements.

Required profile

• Proven track record of building high‑performing customer service teams.
• Experience in product‑based customer service supporting physical goods (consumer products, medical equipment, home improvement items).
• Strong analytical mindset with ability to use data to drive process improvements.
• Excellent communication skills and ability to enforce policies consistently.

Required skills

• Experience with ecommerce and marketplace platforms (e.g., Amazon).
• Knowledge of KPI development and reporting.
• Ability to create and maintain SOPs, escalation procedures and communication guidelines.