Customer Service Manager

CO36 is a growing men's clothing brand looking for a hands-on Customer Service Manager to lead our local customer experience team.

This is not a remote position. We are looking for someone who can work closely with our warehouse, operations team, and customer service representatives to make sure every customer receives fast, thoughtful, and professional support.

• Manage and support the day-to-day customer service team
• Monitor incoming emails, chats, returns, exchanges, and order issues
• Make sure customer questions are answered accurately and on time
• Review team performance, response times, ticket volume, and customer satisfaction
• Train new customer service representatives
• Create clear processes, templates, and internal guidelines
• Handle escalated or sensitive customer situations
• Work directly with the warehouse to resolve shipping, return, inventory, and fulfillment issues
• Identify recurring customer problems and help prevent them
• Help improve the overall customer experience as the company grows
• Hold the team accountable while maintaining a positive and supportive work environment

• Previous customer service management or team leadership experience
• Strong written and verbal communication skills
• Extremely organized and detail-oriented
• Calm and professional when handling difficult customers
• Comfortable managing multiple priorities in a fast-paced environment
• Able to coach employees, give feedback, and hold people accountable
• Comfortable using customer service and ecommerce software
• Experience with Shopify, Gorgias, Richpanel, Loop Returns, Klaviyo, or similar platforms is a plus
• Experience working for an ecommerce or apparel company is a plus

• Customers receive faster and more accurate responses
• Fewer issues require management involvement
• The customer service team stays organized and accountable
• Returns, exchanges, and order problems are resolved quickly
• Customer feedback is shared with the rest of the company
• The department develops clear systems that can scale with the business

CO36 is a growing men's clothing brand focused on elevated, versatile essentials that help men look polished without overthinking what to wear. We operate our own local fulfillment operation and are building a strong team to support the next stage of growth.