Customer Service and Solutions Manager

Handwriting Without Tears • Gaithersburg, MD

43d

About The Position

The Customer Service and Solutions Manager is responsible for leading and further developing LWT's customer service and solutions team. This role focuses on ensuring that every customer interaction - whether by phone, email, or chat, reflects LWT's commitment to responsiveness, accuracy, and genuine care. The Customer Service and Solutions Manager will continue to evolve the team's structure, resources, and processes to strengthen overall service quality. This includes developing clear service standards, SOPs, and KPIs that prioritize timely and comprehensive support while maintaining efficiency and consistency across all communication channels. A key focus of this role is building and mentoring a knowledgeable, confident, and collaborative team - one that is equipped to address customer needs thoroughly and efficiently while fostering long-term satisfaction and trust from our customer base. The Customer Service and Solutions group's objective is to provide a seamless, high-quality experience that supports customers throughout their relationship with LWT and reinforces the company's reputation for dependable and thoughtful service.

Requirements

• B.A. or B.S.in Business, Communications, or related fields or equivalent work experience.
• 5+ years of relevant experience in Customer Care, Contact Center Management, or Customer Experience roles.
• Proven experience managing or supervising customer service teams and supporting their growth and performance.
• Experience scaling customer care operations and implementing process improvements to enhance service quality and efficiency.
• Strong ability to manage multiple priorities, adapt quickly to changing customer needs, and respond effectively under pressure.
• Highly collaborative and organized, with strong communication and presentation skills.
• Excellent project management abilities with attention to detail, timelines, and service quality.
• Demonstrated problem-solving and analytical skills, with a focus on identifying customer pain points and implementing actionable solutions.
• Proven ability to lead, coach, and develop employees to enhance skills, engagement, and overall performance.
• Ability to track and interpret key customer service KPIs (such as response time, resolution rate, and customer satisfaction) to inform strategy and improve outcomes.
• Demonstrated capability to translate customer feedback and requirements into service improvements and measurable outcomes.
• Proficiency with CRM systems, customer support platforms, and standard productivity tools (e.g., Microsoft Office, Google Workspace).

Nice To Haves

• Start-up or fast-paced environment experience preferred, with the ability to build and refine support processes from the ground up.
• Experience supporting both physical and digital products preferred.

Responsibilities

• Build and maintain a strong sustainable team by attracting, developing, rewarding, and retaining talent.
• Cultivate a cohesive partnership between in-house and outsourced customer care teams to optimize performance, consistency, and customer satisfaction.
• Foster a culture of continuous learning, collaboration, and accountability.
• Refine and optimize workflows and processes to ensure a seamless, high-quality customer experience.
• Oversee customer interactions across phone, email, and chat to ensure consistency in timely, accurate, and effective responses.
• Set and uphold service standards (SOPs and KPIs) that emphasize quality, efficiency, and customer satisfaction.
• Analyze customer feedback through various channels and trends to identify opportunities to improve the overall customer experience.
• Partner with other departments - such as Sales, Account Management, Product, and other groups within Operations - to understand the full customer journey and align support efforts with company goals.
• Leverage quality systems and technology to drive efficiency, accuracy, and continuous improvement.
• Support change management initiatives as the department and organization evolves to meet growing business needs.
• Demonstrate curiosity and initiative in identifying opportunities to enhance service delivery and drive positive change.
• Perform additional responsibilities and duties as assigned to support the overall success and efficiency of the Customer Service & Solutions function.

Benefits

• Growth and Development: We invest in your success with ongoing learning and career opportunities.
• Work-Life Balance: Enjoy flexible work options, generous PTO, and wellness support.
• Inclusive Culture: We foster a diverse, collaborative, and supportive workplace.
• Competitive Benefits: Receive competitive pay, comprehensive benefits, and employee recognition.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers