Customer Service Manager

Role & responsibilities

• Lead, coach, and develop a high-performing customer support team, fostering a service-focused and collaborative culture.
• Design and document policies, SOPs, and customer inquiry scripts to ensure world-class support that aligns with brand values.
• Handle and resolve escalated or complex customer inquiries, complaints, returns, refunds, and warranty issues, ensuring swift and empathetic resolutions.
• Monitor daily customer service operations across all channels (chat, email, phone, social media), optimizing workflows for efficiency and quality.
• Track, analyze, and report on KPIs such as response time, resolution time, CSAT, and NPS; identify trends and implement improvements.
• Liaise with logistics, technology, warehouse, fashion buying, and digital marketing teams to address and solve order, inventory, or product-related concerns.
• Train and onboard new customer service associates, providing leadership and constructive feedback.
• Gather and present customer feedback and insights to inform merchandising, marketing, and technology decision-making.
• Manage the schedule and workload of the team, including holiday and peak season coverage.
• Maintain up-to-date documentation on customer service operations, CRM usage, and industry best practices.
• Stay abreast of fashion industry and ecommerce support trends and proactively introduce innovative customer service strategies.
• Assure compliance with company policies and regulatory standards relevant to ecommerce and consumer rights.

Preferred candidate profile

• Bachelors degree in Business, Commerce, Communications, Fashion Management, or a related field.
• 3–5 years’ experience in customer service, with 2+ years in a managerial or team leadership role within ecommerce or retail, preferably fashion.
• Advanced customer relationship management, problem-solving, and conflict resolution skills.
• Strong communication and organizational abilities, with a customer-first mindset and attention to detail.
• Proficient in multi-channel CRM and helpdesk software (such as Zendesk, Freshdesk, Gorgias, Salesforce).
• Analytical skills with the ability to interpret data and generate actionable insights.
• Ability to adapt and thrive in a fast-paced, digitally driven environment; flexibility for evenings/weekends during peak periods.
• Strong leadership, team-building, and motivation skills.