Customer Service Manager

Wild Oak Boutique • Wayne Township, SD

78d • Hybrid

About The Position

Wild Oak Boutique is one of the fastest-growing women’s fashion brands in the Midwest, known for our premium denim, inclusive sizing, and commitment to delivering an exceptional customer experience. As our business expands, we’re looking for a dedicated and experienced Customer Service Manager to support our growth and help elevate the service standards our customers love. The Customer Service Manager will oversee the day-to-day operations of our customer service team, ensuring all customer inquiries — from product questions to post-purchase support — are resolved efficiently, accurately, and with genuine care. This role is ideal for someone who thrives in a fast-paced e-commerce environment, enjoys coaching and developing teams, and understands the impact a great service experience has on brand loyalty.

Requirements

• 5–7+ years of experience in customer service or customer support management (e-commerce or retail preferred).
• Strong working knowledge of Shopify, Gorgias, and social media platforms.
• Demonstrated experience leading and developing high-performing teams.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Highly organized with strong attention to detail and ability to juggle multiple priorities.
• Customer-first mindset with a passion for elevating the customer experience.
• Ability to work on-site in Sioux Falls, SD, with hybrid flexibility based on performance.

Responsibilities

• Lead, support, and mentor customer service representatives to deliver exceptional service.
• Oversee daily workflows across email, chat, social media, and Gorgias to ensure timely and consistent responses.
• Train new hires and develop ongoing training materials to maintain high performance standards.
• Partner closely with warehouse, operations, and marketing teams to resolve escalations and improve the customer journey.
• Manage returns, exchanges, and claims with a balance of customer satisfaction and company policy.
• Monitor performance metrics and KPIs to ensure service goals are consistently met.
• Review customer feedback to identify trends, reduce repeat issues, and improve internal processes.
• Collaborate with leadership to refine service policies and maintain brand voice across all customer touchpoints.
• Stay updated on best practices, tools, and technology that enhance customer service operations.

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Employee discounts
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Competitive salary + performance-based bonus
• Employee product discounts
• Collaborative, supportive company culture
• Opportunity to play a key role in shaping the customer experience as Wild Oak continues to grow

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed