Senior Customer Service Manager

Cozy Earth • Lehi, UT

1d

About The Position

Cozy Earth, recognized as the #299 fastest-growing company on the Inc. 5000 list, is at the forefront of home luxury and apparel. Our mission is to transform everyday comfort with our incredibly soft, temperature-regulating bedding, sleepwear, loungewear, and bath products. As the only brand to earn a spot on "Oprah's Favorite Things" for seven years in a row across five different categories, we pride ourselves on exceptional quality and innovation.
We're excited to expand our team with a Senior Customer Service Manager who will play a pivotal role in building, scaling, and elevating our customer experience. This role is ideal for someone who thinks like an architect: designing strong service foundations, building clear and scalable policies, and leading a high-performing customer service team that delivers thoughtful, consistent, and elevated support at every touchpoint.

Requirements

• Proven experience managing customer service teams, ideally in an ecommerce or DTC environment
• Experience working with and managing a BPO partner
• Strong background in policy development, SOP creation, and process standardization
• Data-driven mindset with experience analyzing and reporting on customer service metrics
• Comfortable working across departments and influencing without authority
• Experience with customer service and ecommerce tools such as Gorgias, Aircall, Shopify, Monday.com, or similar systems
• Strong leadership, communication, and organizational skills
• Proactive problem-solver who thrives in a fast-paced, growing environment

Responsibilities

• Own and evolve Cozy Earth's customer service strategy with a strong focus on exceptional, brand-aligned customer experiences
• Lead and manage our BPO partner(s), including performance management, training alignment, quality assurance, and ongoing optimization
• Build, document, and standardize customer service policies, workflows, and SOPs to support consistency and scalability
• Partner cross-functionally with multiple teams to proactively resolve issues and improve the end-to-end customer journey
• Develop and oversee training programs to ensure customer service agents are confident, knowledgeable, and empowered
• Monitor customer service performance metrics and KPIs (CSAT, response times, resolution rates, etc.) and translate data into actionable insights
• Own customer service reporting and dashboards, providing regular insights and recommendations to leadership
• Identify opportunities to improve systems, tools, and processes to enhance efficiency and customer satisfaction
• Act as a strong people leader: coaching, developing, and motivating teams to perform at a high level while maintaining a people-first culture
• Other duties as assigned

Benefits

• Comprehensive Benefits: Medical, dental, and vision coverage to keep you healthy.
• Future Planning: 401K plan to secure your financial future.
• Work-Life Balance: Flexible PTO to ensure you have the time you need for rest and relaxation.
• Wellness Perks: Monthly self-care benefit to support your overall well-being.
• Exclusive Discounts: Access generous discounts on all our products.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed