Manager, Customer Service

SNIPES Manager, Customer Service

Bensalem, PA Hybrid

We live sneakers, streetwear, and neighborhood culture! All Day! Every Day!

With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide.

At SNIPES, everything revolves around youth culture. In stores and online at  and , our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community.

Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it's sponsor ships or developing grassroots projects – we prioritize giving back to the community in everything we do.

SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program "SNIPES serves" and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture.

Overview:
Reporting to the Director of Customer Experience, the Manager of Customer Service owns how customers are served across every channel and how well the operation behind that service runs. They are accountable for response, quality, automation performance, and partner performance, and for the standards that keep handling consistent whether a case is resolved by automation, a partner, or the internal team.

When a metric moves, this role finds the cause rather than just reporting the number. Grows what automation and partners absorb over time so the internal team spends its hours on the harder work and sets the operating standard the rest of the CX team works toward.

Responsibilities

Service Delivery and Quality

• Own service levels, backlog, and response performance across all channels
• Set clear handling rules for customer cases of all types
• Turn quality misses into coaching, so we fix the habit, not the ticket
• Bring new channels into the same standard as they come online

Customer Service Automation

• Own automation performance end to end: resolution rate, escalation quality, and flow accuracy
• Hold automation to current policy on refunds, returns, and case disposition
• Identify case types that should be automated but are not, and build the case to close the gap

Partner Performance

• Own the day-to-day partner relationship, escalation thresholds, and performance reviews
• Understand what escalates back to us and why, then close those gaps
• Build the documentation and access that lets partners take on more case types over time

Insight and Reporting

• Explain why a category is spiking with evidence behind it
• Work with IT so the data we need is captured systematically

Loyalty Experience

• Understand what drives loyalty contacts and unblock the experience, not only answer tickets
• Measure success by fewer contacts, not faster replies

Recovery and Closing the Loop

• Run detractor recovery off the signal handed over from Voice of Customer
• Measuring reach and resolve, re-survey lift, and cost per recovered customer

People

• Coach the team of Customer Service Specialists toward owning business problems and work toward resolutions
• Set expectations for domain ownership and follow-through
• Run performance conversations, development plans, and hiring

Qualifications

• 3+ years in customer service or CX operations, with 1+ years of leading a CX team
• Exposure to customer-facing AI or…