As Customer Service Manager, you will play a key role in supporting the Customer Service team by ensuring the effective management of day-to-day operations, communication, and performance oversight. You will be responsible for monitoring team output, maintaining service levels, onboarding and training new team members, and supporting continuous improvements in the customer journey. This role requires strong organizational skills, the ability to motivate and lead a team, and a proactive approach to identifying and resolving operational challenges.
Responsibilities:
Customer Service Team Support
- Oversee day-to-day performance of the Customer Service team
- Conduct regular quality assurance checks across all written and verbal customer interactions, ensuring high standards of service delivery.
- Support the ongoing improvement of the customer journey through data-led insights, feedback loops, and collaboration with other departments.
- Onboard new team members, delivering effective induction and training aligned with brand expectations and service standards.
- Contribute to the development of customer service processes, knowledge bases, and tools to streamline workflows and improve the customer experience.
- Identify and escalate operational issues impacting customers, providing clear, solution-focused feedback to 32dm Leadership.
Managing & Leadership
- Lead, motivate, and support the Customer Service team, ensuring a positive, productive working environment and a strong customer-first culture.
- Set clear expectations and performance goals for team members, monitoring individual and team progress through regular performance reviews.
- Identify skills gaps and coordinate training, coaching, or mentoring opportunities to support development and upskilling.
- Manage workload allocation and scheduling, ensuring appropriate cover during peak times, holidays, and absences.
- Act as a point of escalation for complex customer issues, supporting team members in resolution and decision-making.
- Foster open communication within the team and encourage a feedback-driven environment that supports continuous improvement.
Communication & Collaboration
- Work cross-functionally with departments to resolve customer-impacting issues quickly and effectively.
- Ensure clear, professional, and consistent communication with customers across all touchpoints: phone, email, live chat.
- Represent the Customer Service team in wider business meetings and collaborate on projects to improve overall service and operational efficiency.
- Provide regular feedback to Customer Service and Operations leadership, sharing insights on customer sentiment and recurring issues.
Key skills and experience required
• 3+ years of proven retail and wholesale customer service experience, sales experience a plus
• 2+ years inventory management and purchasing experience
• Adobe Illustrator experience highly preferred
• Organizational skills with high attention to detail
• Strong verbal and written communication skills, as well as mathematical skills
• Must be able to sit, stand, crouch, bend, and kneel for extended periods of time
• Must be able to lift 40lbs.
Benefits
• Medical Insurance, Vision Insurance, Dental Insurance, Supplemental Insurance, 401K, PTO, Holiday Pay, and additional perks for being a part of the Zawyer Sports Family
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
