Customer Service Manager
A bit about us: We’re on a mission to change the tire industry — how it’s delivered and how it’s experienced. A pioneer in the automotive e-commerce industry, we take pride in our extensive selection of top-name brands and budget-friendly options, ensuring our customers find the perfect tire to suit their needs. As a part of our growing and dynamic team, you’ll contribute to our commitment to exceptional service, innovation, and customer satisfaction. Embrace the opportunity to be a driving force behind one of the fastest growing e-commerce companies in the US and apply now!
A bit more about this role
As Customer Service Manager, you will lead and develop a high-performing team of 10–12 Customer Service Representatives and Team Leads while owning key performance metrics such as KPIs and SLAs to ensure exceptional service delivery. You will deeply analyze the end-to-end customer journey to identify pain points and opportunities, then map and design automation processes that streamline support and prepare clear, actionable requirements for development. Acting as the bridge between business and engineering, you will drive the successful launch and adoption of self-service tools, such as knowledge bases, chatbots, and case routing, while coaching your team, optimizing workflows, and delivering measurable improvements in efficiency, customer satisfaction, and operational scalability across multiple websites and marketplaces.
Eligibility Requirements
- Education: College or University degree required.
- Experience: Minimum 5 years of call center experience, with at least 3 years in a management position.
- Proven ability to manage to KPIs and performance metrics.
- Technical skills: Proficiency in CRM systems, reporting tools, and exposure to automation or process-improvement technology.
- Other: High-speed Wi-Fi connection
Responsibilities will include
Team Leadership & Performance
- Manage a team of up to 12 Customer Service Representatives and Team Leads, setting clear expectations and coaching for performance and quality.
- Hire, onboard, and train new team members while fostering a strong, positive team culture.
- Monitor KPIs such as response time, SLA adherence, CSAT, and productivity metrics; create targeted coaching plans for individuals.
- Conduct regular quality audits and provide actionable feedback.
- Develop career growth pathways and mentor high-potential CSRs.
Operational Excellence & Process Improvement
- Own and optimize standard operating procedures to drive efficiency and scalability.
- Lead the end-to-end mapping of the customer journey to uncover pain points, define automation opportunities, and prepare clear requirements for development.
- Drive the automation of manual workflows (e.g., case routing, macros, chatbot updates) to boost productivity and reduce handling time.
- Act as the key bridge between business and engineering, translating customer insights into actionable product requirements and user stories.
- Present process improvement outcomes and customer feedback trends to influence product, technology, and operational decisions.
Customer Experience & Escalations
- Act as a final escalation point for complex or high-impact customer issues.
- Monitor customer satisfaction metrics (CSAT, NPS, BBB/Reseller Ratings) and implement improvements.
- Develop strategies to reduce repeat contacts and improve first-contact resolution through training, process updates, and technology enhancements.
Key Attributes, Skills & Experience
- Strong people leadership: inspires, coaches, and holds teams accountable to achieve KPIs while balancing customer needs and business goals.
- Analytical and data-driven: skilled at using reporting tools to spot trends, design improvements, and translate insights into action.
- Excellent communicator: able to simplify complex topics for team members, leadership, partners, and customers.
- Tech-forward and process-oriented: experienced in automation, system implementation, and continuous process improvement.
- Adaptable and proactive: thrives in a fast-paced, entrepreneurial environment with constant change.
- Proven experience leading front-line customer service teams in high-volume contact center or e-commerce settings; automotive/tire industry experience is a plus.
- Availability to work an 8-hour shift Monday–Friday (5am–5pm PST) with rotating Saturdays.
Salary range
- $80,000 – $90,000 USD annually (FTE)