Customer Service Manager

Wild Oak Boutique • Sioux Falls, SD

24d • 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. Wild Oak Boutique is a rapidly expanding e-commerce destination curating an ever-evolving collection of apparel, footwear, and accessories tailored to women. While our growth has been rapid, it hasn't altered our core identity. Situated in Sioux Falls, South Dakota, Wild Oak Boutique remains a family-owned business. Whether you're embarking on your career journey or a seasoned professional seeking fresh challenges, we provide a diverse range of inspiring and stimulating career paths. Our unwavering commitment is to cultivate a secure, equitable, and respectful atmosphere.

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