Senior Customer Service Manager

Senior Customer Service Manager

Location:

Remote

Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativity

At STERRY, we're not your average marketing agency—we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.

The Senior Customer Service Manager will lead, align, and scale the entire Customer Service department across all shifts. While the CS Managers run day-to-day operations and coach front-line agents during the AM and PM windows, the Senior Customer Service Manager ensures seamless cross-shift handoffs, sets departmental strategy, owns high-level KPIs, and acts as the strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership.

• Directly supervise, mentor, and evaluate the CS Managers to ensure balanced accountability, consistent policy enforcement, and 24-hour operational continuity.
• Resolve escalated policy ambiguities, complex disputes, or out-of-scope issues that exceed shift manager approval limits.
• Standardize shift-to-shift handoff protocols to prevent dropped tickets, missed social inquiries, or fragmented case ownership.

• Own the overarching CS strategy, standard operating procedures (SOPs), and the CS Handbook—ensuring all process updates implemented by managers remain standardized across both shifts.
• Identify operational bottlenecks (e.g., recurring claims, chargebacks, shipping delays) and build scalable solutions to minimize ticket volume and resolution time.
• Direct workforce planning, shift scheduling models, and coverage contingency plans for peak seasons, leaves, and unexpected spikes.

• Synthesize weekly reports from CS managers into actionable department-wide performance summaries for executive review.
• Define, track, and elevate department benchmarks: CSAT, First Response Time (FRT), Resolution Time, Quality Assurance (QA) scores, and Shopify chargeback win rates.
• Monitor agent coaching trends and calibration sessions to ensure grading consistency between both shift managers.

• Lead weekly feedback loops with Logistics/Shipping regarding carrier and 3PL fulfillment claims, shipping delays, and inventory inaccuracies.
• Analyze consolidated defect reports, customer complaints, and chargeback trends; deliver root‑cause insights to Product, Marketing, and Operations to prevent recurring issues.
• Partner with Social Media/Marketing teams to ensure engagement standards on Meta Business Suite and other public channels are met or exceeded.

• Education: Bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus—but what truly matters is your leadership mindset and ability to steer high‑performing teams. Eagerness to learn is just as valued as experience.
• Experience: 10+ years in Customer Support/Service operations, with at least 8+ years leading managers, shift leads, or multi‑shift teams (e-commerce background strongly preferred).
• Technical Proficiency: Hands‑on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk, etc.), and Google Workspace/Sheets.
• Analytical
  
  Skills:
  
  Proven ability to turn defect trackers, dispute data, and shift callouts into actionable operational improvements.
• Leadership: Strong track record in leadership coaching, performance management, and conflict resolution across asynchronous or multi‑shift teams.

We’re a global, fast-moving agency that’s obsessed with pushing creative and digital boundaries. You’ll work alongside a diverse and collaborative team, and the support to help you grow.