Sr Manager, Customer Service I - DTC / eCommerce (Piscataway)

About UsAt Team Beans/Forever Collectibles (FOCO), we're not just making sports and entertainment merchandise—we're shaping fan experiences around the world. From licensed collectibles and apparel to novelty gifts, we proudly partner with every major sports league to deliver fresh designs, innovation, and quality products that fans love.With our explosive eCommerce growth and omnichannel reach, we're looking for forward-thinking leaders ready to make an impact.Your OpportunityWe're seeking a Customer Service Manager who can lead with passion, drive operational excellence, and deliver exceptional service across our Direct-to-Consumer (DTC) and Marketplace platforms (Amazon, eBay, Walmart, etc.).You'll lead a team of 10–15 and oversee multi-channel support (email, phone, chat, social media), helping to build a best-in-class customer experience that matches our world-class products.What You'll DoManage, coach, and inspire a frontline customer service team across channelsSet KPIs, monitor SLAs, and elevate service standards across DTC platformsBe the final escalation point for customer issues and resolve them with empathy and efficiencyCollaborate with recruiting to hire top talent and build succession plansConduct quality reviews using modern tools (speech-to-text, CSAT, sentiment analysis)Drive performance improvements through 1:1s, coaching, feedback, and trainingPartner with Product, Ops, and Tech teams to streamline customer journeysOwn SOPs, help center content, and macro strategies for common inquiriesAnalyze data and report on trends, resource allocation, and productivity metricsBe a culture leader—fostering engagement, accountability, and transparencyWhat You'll Bring2–5 years in customer service or call center leadership (eCommerce required)3+ years working at a DTC brand or marketplace seller (Amazon, Shopify, etc.)Experience with CRM tools like Zendesk, and platforms like ShopifyKnowledge of OMS, IMS, and fulfillment techAbility to multitask, prioritize, and act with urgency in a fast-paced environmentProven leadership with strong communication and analytical skills