Customer Service Manager

Set Active•Beverly Hills, CA

About The Position

SET Active is seeking a Customer Service Manager to oversee the daily operations, performance, and strategic evolution of our Customer Service team. This role is responsible for delivering an exceptional, brand-aligned customer experience across all support channels while identifying trends, improving processes, and partnering cross-functionally to resolve customer-impacting issues. The ideal candidate is both customer-obsessed and operationally sharp - someone who can lead a high-performing team while continuously elevating the customer journey.

Responsibilities

Oversee all inbound customer communication across platforms including Gorgias, Shopify, and related tools.
Resolve complex or escalated customer issues with professionalism, empathy, and efficiency.
Ensure customers receive accurate, thoughtful support related to orders, returns, exchanges, shipping, product details, and loyalty programs.
Manage and resolve payment disputes and fraudulent cancellation claims.
Proactively follow up with low CSAT responses to gather insights and improve experience.
Uphold brand voice and tone across all customer interactions.
Lead, coach, and develop Customer Service Representatives to maintain high engagement and performance.
Oversee onboarding and ongoing training related to policies, products, systems, and brand communication standards.
Monitor team KPIs and drive accountability for service excellence.
Provide clear performance feedback, growth plans, and development opportunities.
Create and maintain standardized macros, templates, and documentation to ensure efficiency and consistency.
Identify operational gaps and implement solutions to improve response times and customer satisfaction.
Continuously refine workflows, policies, and support processes.
Research and implement tools or automation to improve productivity and scalability.
Maintain clear and updated SOPs and internal documentation.
Serve as the primary liaison between Customer Service and Warehouse, Fulfillment, Product Development, E-Commerce, Marketing, and Operations.
Partner with warehouse teams to resolve fulfillment-related issues such as damages, inventory discrepancies, and returns.
Provide customer insights to internal teams to inform product improvements and operational decisions.
Track and analyze customer feedback, complaints, and service trends.
Report on customer sentiment, service performance, and operational challenges.
Monitor review platforms and escalate recurring concerns.
Present actionable insights and recommendations to leadership.
Maintain working knowledge and oversight of tools including: Shopify, Gorgias, Loop, Reshop, Rise, Stripe, Okendo, TYB, and Warehouse systems.
Ensure platforms are used effectively and consistently across the team.
Define and uphold customer experience standards aligned with SET's brand values.
Forecast support needs based on growth, launches, and seasonal demand.
Lead customer service readiness for product launches and campaigns.
Reduce contact drivers through education, improved policy clarity, and operational enhancements.
Partner with leadership to build scalable customer service strategies.