Senior Manager Customer Care

Location: Charleston, SC (On-site preferred)

Salary Range: $90,000 – $100,000

We are seeking an experienced and strategic Customer Care Manager to lead a multi‑brand Customer Care function across all customer touchpoints. This role is responsible for delivering an exceptional end‑to‑end customer experience, driving service excellence, supporting retention efforts, and continuously improving service operations in a fast‑growing, customer‑focused environment.

The ideal candidate is a customer‑first leader who thrives in scaling operations, managing distributed teams, and leveraging technology — including AI — to enhance support performance and customer satisfaction.

• Lead in‑house Customer Care teams and oversee performance of offshore/outsourced partners across multiple sites.
• Build and develop a high‑performing team through hiring, coaching, performance management, and clear KPI alignment.
• Foster a customer‑first culture centered on empathy, accountability, and solution‑oriented service.
• Oversee forecasting, workforce planning, and departmental budget management.
• Ensure consistent, high‑quality support across all channels (phone, email, chat, etc.).
• Manage escalations and complex customer cases as needed.
• Monitor reviews, feedback, and satisfaction metrics to identify trends and improvement opportunities.
• Develop and optimize service policies, workflows, and operational processes to drive efficiency and quality.
• Partner cross‑functionally with Operations, Logistics, Product, Quality, and Supply Chain to resolve delivery, warranty, and product‑related issues.
• Own CRM platform accuracy, integration, and optimization — including systems integrated with Shopify.
• Collaborate with third‑party vendors supporting CRM/AI tools, assembly services, product support, delivery updates, and returns.
• Contribute to customer experience strategy and long‑term growth planning.
• Prepare performance reporting and customer insights for senior leadership.
• Scale Customer Care structure and operations to support business growth initiatives.

• High customer satisfaction and loyalty metrics
• Improved service quality, efficiency, and resolution times
• Strong customer retention and advocacy
• Effective collaboration across teams and vendor partners
• Scalable and sustainable support infrastructure

• 5–8+ years of Customer Care / Customer Service experience
• 3+ years leading multi‑site or distributed teams (including offshore teams)
• Experience managing teams against KPIs in a collaborative, non‑competitive environment
• Strong understanding of customer service metrics and operational performance management
• Experience with CRM platforms, including systems integrated with Shopify
• Demonstrated experience leveraging AI or advanced support technologies
• Excellent communication, decision‑making, and conflict‑resolution skills
• Ability to manage multiple priorities in a fast‑paced, growth‑oriented environment

• Experience in e‑commerce, consumer products, furniture, or home goods industries
• Experience scaling Customer Care operations during periods of growth
• Experience with Gorgias CRM

• Strategic thinking with strong execution capabilities