Customer Service Manager

At Super Arbor, we’re on a mission to upend a $800 billion industry. By fusing cutting-edge AI and best-in-class software with genuine human expertise, we deliver a home-improvement shopping experience that’s faster, smarter, and more delightful than anything that came before. As we scale at break-neck speed, we’re building a world-class Customer Service function—and we need an extraordinary leader to guide it.

What You’ll Do

As our Customer Service Manager, you’ll own the entire post-purchase experience for our professional and consumer customers. You will:

• Lead & Inspire
• Build, coach, and motivate a high-performance team of Customer Service Representatives—setting aggressive CSAT, NPS, and resolution-time goals and celebrating every win.
• Set the Standard
• Design and implement world-class service processes, playbooks, and KPIs. You’ll ensure every interaction—from chat to email to phone—is fast, accurate, and on-brand.
• Solve Complex Issues
• Tackle high-priority escalations personally, turning frustrated customers into advocates. You’ll own root-cause analyses and partner with Product & Ops to eliminate repeat issues.
• Measure & Optimize
• Dive into real-time data—CSAT, ticket volume, handle times—to spot trends, diagnose gaps, and drive continuous improvement. You’ll own weekly and quarterly performance reporting.
• Scale with Impact
• As we grow, you’ll architect the team’s roadmap: hiring top talent, rolling out new AI-powered support tools, and crafting training that keeps our reps ahead of the curve.

Who You Are

• Proven Leader (5+ years): You’ve built or scaled a Customer Service team in e-commerce, SaaS, or high-volume retail—ideally in home improvement or related verticals.
• Data-Driven Operator: KPIs are your language. You obsess over NPS, CSAT, and resolution times—and know how to move them.
• Customer Obsession: You live and breathe “customer first,” creating service moments that turn buyers into lifelong fans.
• Strategic Thinker & Doer: You thrive in ambiguity—crafting bold strategies one day and rolling up your sleeves to fix tickets the next.
• Excellent Communicator: You distill complex problems into clear action plans, rally cross-functional teams, and inspire your direct reports.
• Tech Fluent: You’re comfortable implementing and optimizing AI chatbots, CRM systems, and other support tools to scale with quality.

Why Super Arbor?

• Top-Tier Rewards: Industry-leading salary, uncapped bonuses, equity grants, and premium benefits—because world-class talent deserves world-class compensation.
• Remote, Real Impact: Work from anywhere—and see your team’s innovations redefine customer expectations across the country.
• Fast-Track Growth: Super Arbor moves at startup speed. Your ideas won’t get lost in bureaucracy—they’ll shape our roadmap and your career.
• Mission-Driven Culture: Join a diverse, inclusive team that values curiosity, accountability, and relentless improvement.