Position: Customer Care Manager
Reporting to: Program Success Manager
Dept: Operations
FSLA Status: Exempt
Compensation: $70,000-$90,000
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Job overview:
The Customer Care Manager is responsible for the overall leadership, management, and performance of the Customer Care Department. This role ensures exceptional customer service, operational efficiency, employee development, and continuous process improvement. The Customer Care Manager will work closely with Sales, Operations, Production, Purchasing, Accounting, and Leadership teams to ensure a best-in-class customer experience while supporting company goals and growth initiatives

Duties & Responsibilities

Provide leadership, direction, coaching, and support to the Customer Care Supervisor and Customer Care team
Establish departmental goals, service standards, performance expectations, and key performance indicators (KPIs)
Oversee the day-to-day operations of the Customer Care Department to ensure timely and accurate customer support
Monitor department workload, staffing levels, resource allocation, and overall team productivity
Serve as the primary escalation point for complex customer concerns and ensure timely resolution
Partner with Sales, Operations, Production, Purchasing, Accounting, and Web Dev/IT to improve customer experience and operational efficiency
Oversee onboarding, training, development, and retention of Customer Care team members
Manage hiring activities including interviewing, selection, onboarding, and performance management
Conduct annual performance reviews and support ongoing coaching, career development, and succession planning
Develop, maintain, and enforce departmental policies, procedures, and standard operating procedures (SOPs)
Analyze department metrics and reporting to identify trends, risks, and opportunities for improvement
Lead process improvement initiatives focused on efficiency, scalability, customer satisfaction, and quality
Oversee department reporting, dashboards, and service level metrics
Assist with onboarding high-level webstores and strategic customer initiatives
Ensure departmental training materials, documentation, and resources remain current and accurate
Conduct regular meetings with the Customer Care Supervisor and provide support on team-related issues
Setup and manage HubSpot Help Desk general settings and ticket routing
Ad Hoc and recurring HubSpot reporting requests
Partner with Leadership on strategic initiatives, organizational changes, and continuous improvement efforts
Manage departmental budgets and resource planning as assigned
Ensure compliance with company policies, procedures, and service standards
Perform other duties and special projects as assigned

Skills & Qualifications:

Strong leadership, coaching, and employee development skills
Customer Service experience with excellent phone and email etiquette
Excellent oral and written communication skills
Must have critical thinking ability and excellent attention to detail
Strong initiative, confidence, and decision-making skills
Strong problem-solving and conflict-resolution abilities
Ability to effectively prioritize multiple projects and competing deadlines
Ability to work calmly under pressure in a fast-paced environment

Strong organizational and analytical skills
Experience driving process improvements and operational efficiencies
Proficient in MS Office Suite and Adobe Acrobat; intermediate Excel experience preferred
NetSuite & HubSpot experience a plus

Education & Experience:

Bachelor's degree preferred or equivalent work experience
5+ years of customer service, customer care, operations, or account management experience
3+ years of leadership or management experience
Experience leading teams in a customer-focused environment required

Benefits:

Medical, dental, vision, life insurance, disability plans, and flexible spending accounts.
Pet insurance plus "bring your dog to work" days – because we love furry friends!
Enjoy partnerships with LifeTime Fitness, Bears Fit, Skechers, and Tickets at Work for fun and savings outside of the office.
Paid time off for vacation, sick leave, mental health, personal days, plus a yearly floating holiday.
You're eligible for 401(k) starting day one, with a company match after your first year.
Paid maternity and paternity leave, with benefits growing alongside your years of service.
Relaxed dress code – come as you are!
Employee referral bonuses for helping us grow the team.
Immerse yourself in our culture! From summer BBQs and Employee Resource Groups like Culture Crew and Green Team, to joining our Diversity & Inclusion Advisory Council, contributing to our employee vegetable garden, and enjoying potlucks, cook-offs, and fun contests – there's always something exciting happening.

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