Job Overview
We are looking for a take-charge, results-driven Customer Service Manager to oversee our customer service operations across two growing brands: Hank's Belts and Woolx. This is a leadership position that requires someone who is highly organized, quick to learn, and passionate about delivering an outstanding customer experience.
You will be the driving force behind our customer service team — managing people, processes, and priorities to ensure every customer interaction reflects our commitment to excellence.
- Lead, motivate, and supervise the customer service team to deliver top-tier support across all channels.
- Develop and implement strategic plans to enhance customer satisfaction, retention, and loyalty.
- Manage daily operations, including overseeing workflows, resolving escalated issues, and ensuring service standards are met or exceeded.
- Conduct performance evaluations, provide coaching, and facilitate ongoing training to build a high-performing team.
- Analyze customer service metrics and feedback to identify trends, areas for improvement, and opportunities for process optimization.
- Negotiate solutions with customers when necessary, ensuring positive outcomes.
- Uphold and champion our 5-star customer service standard across every customer touchpoint
- Identify gaps in process or performance and take decisive action to address them
- Handle all staffing responsibilities for the customer service department, including hiring and coverage planning
- Track and manage payroll hour issues, ensuring accurate timekeeping and resolving discrepancies in a timely manner
- Maintain a clean, organized, and professional customer service office environment
- Manage and respond to Amazon customer communications, ensuring timely and professional replies in accordance with Amazon standards
- Onboard and train new team members quickly and effectively
- Report on team metrics and customer satisfaction, and bring solutions — not just problems — to leadership
Requirements
- Proven experience in management or leadership roles within customer service or related fields.
- Strong project management skills to oversee multiple initiatives simultaneously while maintaining focus on quality outcomes.
- Excellent communication skills—both verbal and written—to clearly convey expectations and foster teamwork.
- Demonstrated ability in supervising teams, providing constructive feedback, and motivating staff toward shared goals.
Why Work With Us
- Be part of two brands that customers truly love — Hank's Belts and Woolx
- Play a meaningful leadership role with real impact on team culture and customer satisfaction
- Collaborative, supportive work environment that values accountability and initiative
- Opportunity to grow with expanding brands
Pay: $30.00 per hour
Benefits:
- 401(k) matching
- Employee discount
- Paid time off
Experience:
- Management: 3 years (Required)
Work Location: In person
