Customer Service manager

Customer Service Manager

The Opportunity

As our Customer Service Team Manager, you will lead our in-house team of Customer Service Representatives based at our downtown U.S. headquarters in St. Louis, Missouri.

You will be responsible for the team's (four team members) daily performance, professional development, customer engagement, and continuous improvement.

Our Customer Service team operates in a technology enabled environment, utilizing a centralized ticketing platform to manage and track customer interactions across email, telephone, and live chat from our custom e-commerce websites. We are looking for ways to continue to improve our use of technology while also improving the customer experience when working with Brand Addition. We believe that every customer interaction is an opportunity to build trust, strengthen relationships, and demonstrate the value of working with Brand Addition.

Your mission will be to ensure our team consistently delivers on that promise.

What You'll Do

• Lead, Inspire & Develop a High-Performing Team
• Provide hands-on leadership, coaching, and direction to our Customer Service Representatives.
• Build a positive, energetic, and accountable team culture focused on delivering exceptional customer experiences.
• Establish clear individual and team performance expectations, ensuring everyone understands what success looks like.
• Conduct regular performance reviews, coaching sessions, and development conversations.
• Recognize outstanding performance while constructively addressing opportunities for improvement.
• Foster collaboration, ownership, and a genuine passion for helping customers.
• Support the recruitment, onboarding, and development of team members as our business grows.

Drive Customer Service Excellence

• Ensure customer inquiries are handled professionally, efficiently, quickly, and with a strong sense of ownership.
• Establish and maintain consistent service standards and KPIs across telephone, email, and live chat and report on these KPIs to the leadership team and our customers at Quarterly Business Reviews (QBRs).
• Proactively manage escalated customer concerns, ensuring timely resolutions and positive outcomes.
• Identify opportunities to improve the customer journey, eliminate friction, and strengthen customer loyalty.
• Partner with internal departments to resolve issues and deliver a seamless customer experience
  • Work with our warehouse for inventory, backorder, rush, and international order fulfillment
  • Develop clear lines of communication with Merchandising and Account Management teams around feedback related to products and services

Turn Performance Data into Results

• Take ownership of our customer service ticketing platform (Halo), ensuring all customer interactions are accurately recorded, managed, and resolved.
• Establish clear performance expectations and accountability through measurable service standards.
• Monitor, analyze, and report on key customer service metrics, including:
  • Customer wait and hold times
  • Speed of answer and response times
  • Ticket volumes and customer interaction activity
  • Number of communications required to achieve resolution
  • First-contact resolution rates
  • Ticket resolution times and outstanding inquiries
  • Customer satisfaction and survey feedback
  • Individual and team productivity
• Develop meaningful performance dashboards and reporting that provide visibility into service quality, efficiency, and customer satisfaction.
• Use data to identify trends, coach team members, improve workflows, and drive measurable performance improvements.
• Balance productivity and efficiency with the quality and personalization of every customer interaction.

Champion the Voice of the Customer

• Lead the team's response to customer satisfaction surveys, feedback, and service-related concerns.
• Ensure all customer feedback is acknowledged, documented, and appropriately addressed.
• Develop a consistent approach to closing the loop with customers following survey responses or service concerns.
• Identify recurring themes and translate customer feedback into actionable improvements.
• Share customer insights with leadership and cross-functional teams to help shape better processes, products, and experiences.
• Celebrate positive customer feedback and recognize employees who consistently deliver outstanding service.
• Drive Innovation & Continuous Improvement for this team and Brand Addition as a whole
• Challenge existing processes and identify smarter, more effective ways of working.
• Maximize the capabilities of our ticketing and customer communication…