Customer Service Manager

Job Title: Customer Service Manager

Location: 100% Remote

Must Have: 3+ years CS Management Exp

Salary: $80,000 to $100,000

About the Role:

We are seeking a Customer Service Manager to lead and scale our growing support team while driving efficiency, revenue growth, and exceptional customer experiences. This role is ideal for a tech-savvy, process oriented leader with building CS operations from the ground up in a fast-paced startup environment.

Responsibilities:

Leadership & Team Development

• Build, train, and manage a high-performing customer service team (20+ reps including 3rd party agents).
• Foster a positive, customer-first culture, ensuring motivation and high engagement.
• Set and track performance metrics (OKRs, KPIs) and handle coaching & performance management.
• Oversee multi-channel support (email, chat, phone), ensuring efficient workload distribution.

Process Optimization & AI Implementation

• Lead the adoption of AI-driven tools (e.g., chatbots, automation) to enhance efficiency and reduce manual workload (>30% automation in 6 months).
• Optimize ticketing and collaboration systems (e.g., Gorgias, Slack, Excel, CRM tools).
• Analyze customer data to refine processes, improve AI resolution rates, and enhance self-service resources.

Customer Experience & Revenue Growth

• Improve CSAT, NPS, and AI/chatbot performance, ensuring high-quality support and issue resolution.
• Develop proactive customer education resources to reduce inbound tickets.
• Implement revenue-driving initiatives (upselling, cross-selling) within customer interactions.

Qualifications:

• 5+ years in customer service, with at least 3 years in leadership managing large teams.
• Experience with eCommerce platforms (Shopify), 3PL systems, and AI-driven CS tools.
• Proven success in scaling CS operations, improving efficiency, and driving automation.
• Strong analytical skills, with a data-driven approach to decision-making.
• Strong technical skills: Experience optimizing customer service tech stack (e.g., Ticketing system, Collaboration tools, CRM) and integrating AI into workflows.