Customer Care Manager

Overview

FLSA/DOL: Exempt, Full Time

Reports to: Head of Operations

Location: Onsite in Gig Harbor, WA (No remote or hybrid, no exceptions so please don’t try to convince us otherwise!)

Compensation: Salary is $82,000 annually + benefits including medical/dental, open PTO, and 401(k)

About Us Farmgirl Flowers isn’t your typical flower company, and we’re not looking for a typical Customer Care Manager. We’ve built our success on creativity, grit, resourcefulness, and an unwavering commitment to taking great care of our customers. Every bouquet we send represents an important moment in someone’s life, and every customer interaction is an opportunity to build trust and create delight.

We’re looking for a leader who believes customer service is both an art and a responsibility—someone who can build a high-performing team while remaining deeply connected to the customers we serve. If you love solving problems, supporting people, leading by example, and finding the good even in challenging situations, we'd love to meet you.

As the Customer Care Manager, you ll lead our Customer Care team while remaining one of its most active contributors.

This is not a role for someone who wants to manage from the sidelines. We believe the best leaders set the standard through their own actions. That means staying deeply connected to our customers, handling support tickets yourself, taking on the most complex and escalated cases, and demonstrating the level of service, productivity, empathy, and accountability you expect from your team.

On a typical day, you ll spend part of your time coaching, developing team members, improving processes, and collaborating across departments—but you ll also spend a meaningful portion of your day actively serving customers. Under normal operating conditions, you should expect to personally maintain a ticket volume equivalent to at least 50% of a Customer Care Agent s daily production. During peak periods, staffing shortages, holidays, or high-volume events, you should expect to work tickets at the same pace and productivity level as the agents you manage.

Our Customer Care Agents average approximately 100 tickets per eight-hour shift, and we believe leaders should be willing and able to meet the same standards when the business requires it.

This role is also expected to provide hands-on leadership and support during Farmgirl s major holiday and peak-volume periods, including Valentine s Day, Mother s Day, Thanksgiving, and Christmas, when exceptional customer care is most critical to the business.

You ll also serve as the escalation point for the team, taking ownership of our most challenging customer situations and demonstrating what exceptional customer care looks like in practice.

Just as importantly, we re looking for someone who leads with positivity, wisdom, and care. Our ideal candidate assumes positive intent, looks for solutions instead of blame, remains calm under pressure, and helps create a culture where people feel supported, accountable, and motivated to do their best work. We believe great customer experiences start with great leadership, and great leadership starts with how you show up for others every day.

We believe leaders set the tone. The energy, attitude, and behaviors you bring to work each day will have a direct impact on your team and the broader organization. We re looking for someone who helps create an environment where people feel respected, supported, accountable, and motivated to do great work together.

• Lead from the Front: Serve as a working member of the Customer Care team by personally handling customer interactions every week. Maintain productivity standards comparable to those of Customer Care Agents, take ownership of the team s most challenging and escalated cases, and set the example for service quality, responsiveness, professionalism, accountability, and customer care.
• Lead and Develop the Team: Manage and develop an in-person team (with remote help during peak times) of Customer Care Agents. Recruit, onboard, train, coach, and mentor team members while fostering a culture of accountability, growth, collaboration, and…