Customer Service manager

Brand Addition•St. Louis, MO

4d•Onsite

About The Position

As Customer Service Team Manager, you will lead a four-person, in-house team of Customer Service Representatives based at Brand Addition’s downtown U.S. headquarters in St. Louis, Missouri. You will be responsible for the team’s daily performance, professional development, customer engagement, and continuous improvement. The team uses a centralized ticketing platform to manage customer interactions across email, telephone, and live chat on custom e-commerce websites. You will ensure the team delivers customer interactions that build trust, strengthen relationships, and demonstrate the value of working with Brand Addition. The role combines hands-on people leadership, service-quality and KPI management, customer feedback and escalation ownership, data-driven performance improvement, and collaboration across internal departments. You will own the Halo ticketing platform and use service data, reporting, and dashboards to improve responsiveness, resolution efficiency, customer satisfaction, and team effectiveness. You will also seek opportunities to improve workflows and technology use, including through automation, AI, and emerging technologies. Success includes building an engaged, accountable team; improving performance across service channels; increasing customer satisfaction; strengthening reporting and accountability; and developing scalable customer service processes.

Requirements

At least 5 years of demonstrated experience leading and developing a customer service, customer support, or contact center team.
Proven ability to improve team performance through coaching, accountability, and measurable objectives.
Experience with customer service ticketing systems, CRM platforms, or omnichannel communication tools used to route and share work across teams.
Strong understanding of customer service KPIs, service-level agreements, and performance reporting.
Experience managing customer inquiries across telephone, email, and chat.
Demonstrated success resolving customer escalations and improving customer satisfaction.
Strong analytical skills and ability to turn operational data into meaningful business improvements.
Comfort working in a fast-paced, evolving business environment.
Strong people leadership, communication, collaboration, initiative, and customer-focused problem-solving skills.

Nice To Haves

Experience supporting large corporate or enterprise customers is highly desirable.

Responsibilities

Lead, coach, and direct Customer Service Representatives, including setting expectations, conducting performance reviews and development conversations, recognizing strong performance, and addressing improvement opportunities.
Build a positive, collaborative, energetic, and accountable team culture focused on customer experience and ownership.
Support recruitment, onboarding, and development of team members as the business grows.
Ensure customer inquiries across telephone, email, and live chat are handled professionally, efficiently, promptly, and with ownership.
Establish and maintain service standards and KPIs, and report on them to leadership and customers at Quarterly Business Reviews.
Manage escalated customer concerns and ensure timely resolutions and positive outcomes.
Identify ways to improve the customer journey, remove friction, and strengthen customer loyalty.
Partner with internal departments to resolve issues and deliver a seamless customer experience.
Work with the warehouse on inventory, backorder, rush, and international order fulfillment.
Coordinate with Merchandising and Account Management on product- and service-related feedback.
Own the Halo customer service ticketing platform and ensure interactions are recorded, managed, and resolved accurately.
Monitor, analyze, and report on service metrics, including wait and hold times, answer and response times, ticket volumes, communications needed to resolve issues, first-contact resolution, resolution times, outstanding inquiries, customer satisfaction, survey feedback, and productivity.
Develop performance dashboards and reporting that show service quality, efficiency, and customer satisfaction.
Use performance data to identify trends, coach employees, improve workflows, and drive measurable results while balancing efficiency with personalized service.
Lead responses to customer surveys, feedback, and service concerns; ensure feedback is acknowledged, documented, and addressed; and establish a consistent approach to closing the loop with customers.
Identify recurring feedback themes and share customer insights with leadership and cross-functional teams to inform improvements to processes, products, and experiences.
Recognize employees who deliver outstanding service and celebrate positive customer feedback.
Challenge existing processes and identify more effective ways of working, improving technology use and workflow efficiency.
Identify opportunities to use automation, AI, and emerging technologies to improve responsiveness, efficiency, and service quality.
Collaborate with Sales, Account Management, Operations, IT, and other stakeholders on the end-to-end customer experience, and call out product or solution concerns that negatively affect customer engagement.
Lead initiatives to improve customer satisfaction, reduce unnecessary interactions, and increase team effectiveness.