Customer Service Manager

We are looking to hire a full-time Customer Service Manager for DNAM Brands.In this role, you will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless customer experience across our portfolio of iconic brands—including Von Dutch, Ed Hardy, Trina Turk, Valentino Orlandi, and Badgley Mischka. You will manage workflows, establish response standards and KPIs, monitor shop ratings, and oversee escalated cases to maintain near-perfect performance across platforms such as TikTok Shop, Shopify, and Whatnot. This role requires experience managing overseas teams, building structured processes, and driving continuous improvement in a fast-paced e-commerce environment.The Customer Service Manager plays a critical role in protecting brand reputation and customer loyalty—ensuring every interaction reflects our standards for quality, efficiency, and care.You must be based in or willing to commute to our office to be considered for this position.QualificationsLead and manage the customer service team across all support channelsMonitor the rating on our shops and maintain our close to perfect scoresEstablish workflows, response standards, and performance KPIsHandle escalated customer issues and resolve complex casesPartner with e-commerce, operations, and marketing teams to improve customer experienceMonitor ticket volume, response times, and customer satisfaction metricsResponsibilities3+ years of experience in customer service or support managementStrong leadership and team management skillsExperience with customer service platforms and CRM systemsExcellent communication and problem-solving abilitiesData-driven mindset with ability to analyze performance metricsJ-18808-Ljbffr