Customer Service Manager (Ref : 191737)

Title : Customer Service Manager

Location : Remote

Salary : $60,000 per year base + benefits

Industry : Retail

Contact

Courtney.Wells@forsythbarnes.com

Brief Overview :

This role will lead the eCommerce customer service function for a retail apparel brand, ensuring that every interaction—whether via email, chat, social, or phone—delivers a premium and brand-right experience and collaborate closely with cross-functional partners across digital operations, fulfillment, merchandising, and marketing to optimize the online customer journey and drive satisfaction, loyalty, and repeat purchase.

Job Responsibilities :

• Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels.
• Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience.
• Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns / exchanges processes.
• Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction.
• Collaborate with digital product and UX teams to identify pain points in the customer journey and contribute to site enhancements that reduce service volume.
• Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement.
• Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand.
• Advocate for the voice of the customer internally—sharing trends, feedback, and insights to inform broader brand and operational decisions.
• Job Requirements :
• Bachelor's degree in business, Communications, or a related field (or equivalent experience).
• 5+ years of experience in customer service management within eCommerce, retail, or apparel.
• Experience managing and mentoring customer service teams in a high-volume, digital-first environment.
• Strong understanding of eCommerce operations, order management, and fulfillment workflows.
• Excellent written and verbal communication skills with a sharp attention to tone, empathy, and brand voice.
• Proficiency with customer service platforms and CRM tools (Zendesk, Gorgias, Salesforce, etc.).
• Data-driven mindset with strong analytical and problem-solving skills.
• Proven ability to collaborate cross-functionally and influence outcomes in a fast-paced setting.