Customer Service manager

Brand Addition•St Louis, MO

1d•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 oversee daily team performance, professional development, customer engagement, and continuous improvement in a technology-enabled environment. 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 a consistently professional, efficient, and customer-focused experience while improving the use of technology and the customer journey. The role combines hands-on people leadership, service operations, performance measurement, customer feedback management, and cross-functional collaboration. You will use service data and customer insights to coach the team, improve workflows, strengthen customer relationships, and support scalable growth.

Requirements

At least 5 years of experience leading and developing a customer service, customer support, or contact center team.
Demonstrated 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 among teams.
Strong understanding of customer service KPIs, service-level agreements, and performance reporting.
Experience managing customer inquiries by telephone, email, and chat.
Demonstrated success resolving customer escalations and improving customer satisfaction.
Strong analytical skills and ability to turn operational data into business improvements.
Comfort working in a fast-paced, evolving business environment.
Ability to lead hands-on, establish clear expectations, follow through on commitments, and take ownership of results.
Customer-focused approach emphasizing responsiveness, communication, and follow-through.
Ability to use data to inform decisions while maintaining focus on people and customer experiences.
Ability to collaborate across departments and build trust with colleagues and customers.
Initiative and a solutions-oriented approach to implementing improvements.

Nice To Haves

Experience supporting large corporate or enterprise customers.
Interest in technology, innovation, automation, AI, and continuous improvement.

Responsibilities

Lead, coach, and develop Customer Service Representatives, establishing clear performance expectations and a positive, accountable team culture.
Conduct performance reviews, coaching sessions, and development conversations; recognize strong performance and address improvement opportunities.
Support recruitment, onboarding, and development of team members.
Establish consistent service standards and KPIs across telephone, email, and live chat, and report on performance to leadership and customers at Quarterly Business Reviews.
Manage escalated customer concerns and ensure timely resolutions and positive outcomes.
Identify improvements to the customer journey, reduce friction, and strengthen customer loyalty.
Partner with internal departments to resolve issues and provide a seamless customer experience.
Coordinate with the warehouse on inventory, backorder, rush, and international order fulfillment.
Develop communication with Merchandising and Account Management about feedback on products and services.
Own the Halo customer service ticketing platform and ensure interactions are recorded, managed, and resolved accurately.
Monitor, analyze, and report on customer service metrics, including wait and hold times, speed of answer and response, ticket volumes, communications needed for resolution, first-contact resolution, ticket resolution times, outstanding inquiries, customer satisfaction, and individual and team productivity.
Develop performance dashboards and reporting that show service quality, efficiency, and customer satisfaction.
Use data to identify trends, coach team members, improve workflows, and deliver measurable performance improvements while balancing efficiency with personalized service.
Lead the team’s response to customer satisfaction surveys, feedback, and service-related concerns; ensure feedback is acknowledged, documented, addressed, and followed up with customers.
Identify recurring feedback themes and share customer insights with leadership and cross-functional teams to inform improvements.
Recognize employees who consistently deliver outstanding service and celebrate positive customer feedback.
Challenge existing processes and identify more effective ways of working; maximize ticketing and customer communication technologies and improve 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 to improve the end-to-end customer experience.
Call out immediate concerns about products or solutions that negatively affect customer engagement with Brand Addition.
Lead initiatives to improve customer satisfaction, reduce unnecessary interactions, and increase team effectiveness.