About the Role
We are seeking an experienced Customer Service Manager to lead and scale our customer support operations across ecommerce, marketplace, and wholesale channels.
The ideal candidate has experience managing customer service teams, improving processes, tracking KPIs, and driving customer satisfaction in a product-based business.
Important: Candidates must have experience supporting physical products (consumer goods, healthcare products, medical equipment, home improvement products, etc.). Experience limited to SaaS, software, telecom, or service-based industries will not be considered.
Responsibilities
- Lead, coach, and develop customer service team members
- Recruit, onboard, and manage customer service staff
- Improve workflows, SOPs, and operational efficiency
- Establish and monitor KPIs including CSAT, NPS, response times, and resolution rates
- Manage customer escalations and ensure timely resolutions
- Oversee support across email, phone, chat, ecommerce, and marketplace channels
- Collaborate with operations, sales, and marketing teams
Qualifications
Required
- 5+ years of customer service management experience
- Experience leading and developing teams
- Strong KPI and reporting experience
- Background in ecommerce, marketplace, or product-based customer support
- Excellent communication and leadership skills
- Strong organizational and problem-solving abilities
- Intermediate Microsoft Office skills
Manage customer service operations across:
- Amazon
- Home Depot
- Lowes
- Staples
- Wholesale Partner Accounts
Preferred
- Wholesale or B2B customer service experience
- Experience with CRM and helpdesk platforms
- Marketplace experience
- Spanish proficiency
What We Offer
- Competitive compensation
- Growth and leadership opportunities
- Supportive team environment
- Long-term career development
