Customer Service Manager

Spring Footwear • Pompano Beach, FL

88d

About The Position

At Spring Footwear, we've been redefining comfort and style since 1991. With a passion for innovation, quality, and exceptional service, we've built a trusted reputation among consumers and partners alike. We're hiring a Customer Service Manager who shares our passion and drive to lead our multi-channel customer experience to new heights. Our mission is simple: To develop successful partnerships by creating and delivering the best quality, value, product, and service-every day! As our Multi-Channel Customer Service Manager (Direct-to-Consumer & Wholesale), you'll lead a team of professionals focused on delivering top-tier service across phone, email, chat, and other platforms. Your leadership will directly impact key customer satisfaction metrics and contribute to Spring Footwear's continued growth and customer loyalty.

Requirements

• 5+ years of experience managing a multi-channel contact center (phone, email, chat, etc.).
• Proven leadership skills with experience coaching managers and frontline teams.
• Deep knowledge of contact center KPIs and workflow optimization.
• Strong analytical and problem-solving skills with a data-driven approach.
• Exceptional verbal and written communication.
• Experience with CRM and service tools (e.g., Zendesk, Salesforce) is a plus.

Nice To Haves

• Sales leadership experience is a bonus.
• Passion for delivering outstanding customer experiences and building high-performing teams.

Responsibilities

• Lead Customer Service Operations: Oversee recruitment, training, coaching, and day-to-day performance across the contact center. Maintain efficient workflows and staffing levels.
• Drive Strategy & Innovation: Define and execute strategies that improve service quality, team performance, and operational scalability.
• Coach & Develop Leaders: Mentor Managers and Supervisors to foster strong teams and ensure exceptional service delivery.
• Champion Process Improvements: Identify and implement improvements to boost efficiency, reduce response times, and enhance customer satisfaction.
• Monitor Performance & Metrics: Track KPIs such as CSAT, FCR, SLA, and use data to drive results and accountability across the team.
• Collaborate Across Departments: Align customer service goals with company-wide initiatives, working closely with Sales, Marketing, and Operations.

Benefits

• Competitive Compensation & Benefits Including salary, health insurance, paid time off, profit sharing, and company-paid holidays.
• Professional Growth Opportunities: Join a fast-growing company that supports your development and advancement.
• Collaborative Work Culture: Work with a passionate team dedicated to excellence and customer satisfaction.
• Onsite Engagement: Enjoy an energizing, in-person environment that fosters collaboration, leadership, and direct impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Number of Employees: 51-100 employees