Customer Success, Sr. Manager
About The Position
The Customer Service Sr. Manager is a results-driven leader responsible for overseeing all aspects of BrandsMart USA’s customer service operations, ensuring exceptional service delivery across all channels. This role requires a strategic yet hands-on manager who can motivate and develop a high-performing team while driving continuous improvement in customer satisfaction, response times, and process efficiency. The ideal candidate will have extensive experience managing large-scale customer service operations, implementing best-in-class service practices, and leveraging technology to enhance the customer experience.
Requirements
- Bachelor’s degree in Business, Communications, Operations Management, Ecommerce or a related field (required).
- 5+ years of progressive experience in customer service management.
- Proven experience managing large, multi-channel customer service operations in a retail or consumer-facing environment.
- Strong analytical and operational mindset, with experience developing and monitoring performance metrics.
- Excellent communication and cross-functional collaboration skills; proven team player.
- Highly organized and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
- Self-starter with a proactive mindset, strong initiative, and the ability to identify and solve problems independently.
Responsibilities
- Lead and manage the Customer Service department, including call center operations, live chat, online support, and advanced post-sale service functions.
- Develop, implement, and monitor performance metrics and KPIs to ensure high levels of customer satisfaction and operational efficiency.
- Recruit, train, and coach team members to deliver consistent, high-quality service aligned with company standards and values.
- Partner cross-functionally with Fulfillment, E-Commerce, and Store Operations teams to resolve escalated customer issues and improve service workflows.
- Oversee customer communication strategies, ensuring timely and accurate responses across phone, email, chat, marketplaces (eBay, Amazon) and social media channels.
- Identify process bottlenecks and lead continuous improvement initiatives to streamline customer interactions and reduce resolution time.
- Collaborate with Ecomm and Marketing teams to monitor customer feedback and identify trends to improve the end-to-end customer journey.
- Manage customer inquiries and complaints across all marketplaces, including eBay and Amazon, as well as customer reviews and feedback on platforms such as Google, Yelp, and other online channels.
- Prepare and present regular reports on service performance, key metrics, and improvement plans.
- Ensure compliance with company policies, data privacy regulations, PII safety, and other relevant legal standards in all customer interactions.
Benefits
- Employee assistance program
- Employee purchase program with exclusive discounts
- Physical and financial well-being programs
- 401(k) plan with contribution matching
- Paid time off, including vacation days, sick days, and holidays
- Life and disability insurance
- Medical, dental and vision insurance
- Pay on Demand
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
