Customer Service Manager

About the RoleWe are seeking an experienced Customer Service Manager to lead and scale our customer support operations across ecommerce, marketplace, and wholesale channels.The ideal candidate has experience managing customer service teams, improving processes, tracking KPIs, and driving customer satisfaction in a product-based business.Important: Candidates must have experience supporting physical products (consumer goods, healthcare products, medical equipment, home improvement products, etc.). Experience limited to SaaS, software, telecom, or service-based industries will not be considered.ResponsibilitiesLead, coach, and develop customer service team membersRecruit, onboard, and manage customer service staffImprove workflows, SOPs, and operational efficiencyEstablish and monitor KPIs including CSAT, NPS, response times, and resolution ratesManage customer escalations and ensure timely resolutionsOversee support across email, phone, chat, ecommerce, and marketplace channelsCollaborate with operations, sales, and marketing teamsQualificationsRequired5+ years of customer service management experienceExperience leading and developing teamsStrong KPI and reporting experienceBackground in ecommerce, marketplace, or product-based customer supportExcellent communication and leadership skillsStrong organizational and problem-solving abilitiesIntermediate Microsoft Office skills Manage customer service operations across:AmazonHome DepotLowesStaplesWholesale Partner AccountsPreferredWholesale or B2B customer service experienceExperience with CRM and helpdesk platformsMarketplace experienceSpanish proficiencyWhat We OfferCompetitive compensationGrowth and leadership opportunitiesSupportive team environmentLong-term career development