Customer Care Manager

Farmgirl Flowers•Gig Harbor, WA

2d•Onsite

About The Position

Farmgirl Flowers is seeking a Customer Care Manager who is a leader and a hands-on contributor, believing customer service is both an art and a responsibility. This role requires someone who can build a high-performing team while remaining deeply connected to the customers. The ideal candidate loves solving problems, supporting people, leading by example, and finding the good even in challenging situations. The Customer Care Manager will lead the Customer Care team, actively contribute to handling support tickets, and take on complex escalated cases, setting the standard for service, productivity, empathy, and accountability. This role involves coaching, developing team members, improving processes, and collaborating across departments, while also dedicating a significant portion of the day to serving customers directly. Expect to maintain a ticket volume equivalent to at least 50% of a Customer Care Agent's daily production, and potentially work at the same pace during peak periods or staffing shortages. The role also requires hands-on leadership during major holiday and peak-volume periods and serves as the primary escalation point for challenging customer situations. The ideal candidate leads with positivity, wisdom, and care, assuming positive intent, looking for solutions, remaining calm under pressure, and fostering a supportive, accountable, and motivated team culture.

Requirements

5+ years of experience leading customer service, customer support, or customer experience teams.
Proven success building, developing, and motivating high-performing teams while creating a positive, accountable, and collaborative culture.
A genuine passion for customer experience and a willingness to lead by example as a hands-on contributor.
A track record of handling difficult customer situations with empathy, professionalism, sound judgment, and a solutions-oriented mindset.
The ability to assume positive intent, approach challenges with curiosity, and navigate difficult conversations with emotional intelligence and professionalism.
Strong coaching and leadership skills that build accountability, trust, respect, and high performance.
The ability to build strong collaborative relationships across departments and work effectively through disagreement, change, and operational challenges.
Curiosity about emerging technologies and AI tools, with the ability to identify and implement practical solutions that improve efficiency, productivity, and the customer experience.
Exceptional written and verbal communication skills, with the ability to adapt your style to different audiences.
Strong organizational, analytical, and project management skills, with experience improving workflows, implementing process improvements, and leading cross-functional initiatives.
Proficiency with customer support platforms, CRM systems, reporting tools, and customer service technologies.
A belief that leadership is a service role and that managers should be among the strongest contributors on their teams.

Responsibilities

Serve as a working member of the Customer Care team by personally handling customer interactions every week.
Maintain productivity standards comparable to those of Customer Care Agents, take ownership of the team's most challenging and escalated cases, and set the example for service quality, responsiveness, professionalism, accountability, and customer care.
Manage and develop an in-person team (with remote help during peak times) of Customer Care Agents.
Recruit, onboard, train, coach, and mentor team members while fostering a culture of accountability, growth, collaboration, and continuous improvement.
Hold team members accountable to productivity, quality, attendance, and customer satisfaction standards while providing the support and coaching necessary to help them succeed.
Provide regular coaching, feedback, and development opportunities while demonstrating the behaviors, work ethic, productivity, and customer-first mindset expected from every member of the team.
Lead weekly team meetings and communicate company updates clearly and consistently.
Develop and implement strategies to improve workflows, operational efficiency, service levels, team productivity, and the overall customer experience.
Continuously evaluate emerging technologies, AI tools, automation opportunities, and customer support platforms to identify ways to improve response quality, reduce manual work, increase team effectiveness, and create a better experience for both customers and team members.
Set, maintain, and strive to exceed service level expectations while ensuring every customer interaction reflects high standards for empathy, responsiveness, professionalism, and customer satisfaction.
Bring an authentic, caring approach to every interaction, genuinely prioritizing customers and resolving issues thoughtfully.
Analyze trends in customer feedback, complaints, refunds, replacements, and service failures to identify root causes and partner with cross-functional teams to proactively improve the customer experience and prevent recurring issues.
Partner with teams across the company with a spirit of collaboration, respect, and shared ownership.
Approach challenges with a solutions-oriented mindset, assume positive intent, and help foster strong working relationships that enable teams to work effectively together toward common goals.
Represent Customer Care professionally and constructively, helping identify solutions rather than assigning blame when challenges arise.
Constantly evaluate and improve CRM systems, workflows, policies, reporting, and operational protocols to meet evolving business needs.
Track and analyze key performance indicators, prepare reports, identify trends, and ensure the team consistently meets or exceeds performance expectations.
Use data and reporting to identify opportunities for coaching, improve workflows, drive operational decisions, and enhance the customer experience.
Partner closely with stakeholders to ensure legal compliance related to team members in multiple states and remain informed on employment trends and regulations that may impact the team.