Customer Service Manager

Customer Service Manager

Role Overview

SET Active is seeking a Customer Service Manager to oversee the daily operations, performance, and strategic evolution of our Customer Service team. This role is responsible for delivering an exceptional, brand-aligned customer experience across all support channels while identifying trends, improving processes, and partnering cross-functionally to resolve customer-impacting issues.

The ideal candidate is both customer-obsessed and operationally sharp - someone who can lead a high-performing team while continuously elevating the customer journey.

What You'll Do

Customer Experience & Support

• Oversee all inbound customer communication across platforms including Gorgias, Shopify, and related tools.

• Resolve complex or escalated customer issues with professionalism, empathy, and efficiency.

• Ensure customers receive accurate, thoughtful support related to orders, returns, exchanges, shipping, product details, and loyalty programs.

• Manage and resolve payment disputes and fraudulent cancellation claims.

• Proactively follow up with low CSAT responses to gather insights and improve experience.

• Uphold brand voice and tone across all customer interactions.

Team Leadership & Development

• Lead, coach, and develop Customer Service Representatives to maintain high engagement and performance.

• Oversee onboarding and ongoing training related to policies, products, systems, and brand communication standards.

• Monitor team KPIs and drive accountability for service excellence.

• Provide clear performance feedback, growth plans, and development opportunities.

• Create and maintain standardized macros, templates, and documentation to ensure efficiency and consistency.

Operations & Process Optimization

• Identify operational gaps and implement solutions to improve response times and customer satisfaction.

• Continuously refine workflows, policies, and support processes.

• Research and implement tools or automation to improve productivity and scalability.

• Maintain clear and updated SOPs and internal documentation.

Cross-Functional Collaboration

• Serve as the primary liaison between Customer Service and Warehouse, Fulfillment, Product Development, E-Commerce, Marketing, and Operations.

• Partner with warehouse teams to resolve fulfillment-related issues such as damages, inventory discrepancies, and returns.

• Provide customer insights to internal teams to inform product improvements and operational decisions.

Reporting & Customer Insights

• Track and analyze customer feedback, complaints, and service trends.

• Report on customer sentiment, service performance, and operational challenges.

• Monitor review platforms and escalate recurring concerns.

• Present actionable insights and recommendations to leadership.

Systems & Platform Oversight

Maintain working knowledge and oversight of tools including:
Shopify, Gorgias, Loop, Reshop, Rise, Stripe, Okendo, TYB, and Warehouse systems.

Ensure platforms are used effectively and consistently across the team.

Strategic Impact

• Define and uphold customer experience standards aligned with SET's brand values.

• Forecast support needs based on growth, launches, and seasonal demand.

• Lead customer service readiness for product launches and campaigns.

• Reduce contact drivers through education, improved policy clarity, and operational enhancements.

• Partner with leadership to build scalable customer service strategies.

Qualifications & Experience

• Bachelor's degree in Business, Communications, or related field preferred.

• 5+ years in customer service, including 2-3 years managing or leading a team.

• Proven experience with multi-channel support in e-commerce or retail.

• Strong leadership skills: coaching, training, performance management, and team development.

• Skilled in process improvement, SOPs, and operational efficiency.

• Ability to analyze KPIs, customer feedback, and trends to drive actionable insights.

• Familiarity with Shopify, Gorgias, Loop, Reshop, Rise, Stripe, Okendo, or similar tools.

• Excellent communication, problem-solving, and escalation management skills.

• Experience in fast-paced or growth-oriented consumer brands is a plus.