Customer Care Manager

Reporting to the Program Success Manager within the Operations department. Exempt position.

About the role

The Customer Care Manager is responsible for the overall leadership, management, and performance of the Customer Care Department. This role ensures exceptional customer service, operational efficiency, employee development, and continuous process improvement. The Customer Care Manager will work closely with Sales, Operations, Production, Purchasing, Accounting, and Leadership teams to ensure a best-in-class customer experience while supporting company goals and growth initiatives.

Responsibilities

• Provide leadership, direction, coaching, and support to the Customer Care Supervisor and Customer Care team
• Establish departmental goals, service standards, performance expectations, and key performance indicators (KPIs)
• Oversee the day-to-day operations of the Customer Care Department to ensure timely and accurate customer support
• Monitor department workload, staffing levels, resource allocation, and overall team productivity
• Serve as the primary escalation point for complex customer concerns and ensure timely resolution
• Partner with Sales, Operations, Production, Purchasing, Accounting, and Web Dev/IT to improve customer experience and operational efficiency
• Oversee onboarding, training, development, and retention of Customer Care team members
• Manage hiring activities including interviewing, selection, onboarding, and performance management
• Conduct annual performance reviews and support ongoing coaching, career development, and succession planning
• Develop, maintain, and enforce departmental policies, procedures, and standard operating procedures (SOPs)
• Analyze department metrics and reporting to identify trends, risks, and opportunities for improvement
• Lead process improvement initiatives focused on efficiency, scalability, customer satisfaction, and quality
• Oversee department reporting, dashboards, and service level metrics
• Assist with onboarding high-level webstores and strategic customer initiatives
• Ensure departmental training materials, documentation, and resources remain current and accurate
• Conduct regular meetings with the Customer Care Supervisor and provide support on team-related issues
• Setup and manage HubSpot Help Desk general settings and ticket routing
• Handle ad hoc and recurring HubSpot reporting requests
• Partner with Leadership on strategic initiatives, organizational changes, and continuous improvement efforts
• Manage departmental budgets and resource planning as assigned
• Ensure compliance with company policies, procedures, and service standards
• Perform other duties and special projects as assigned

Requirements

• Bachelor's degree preferred or equivalent work experience
• 5+ years of customer service, customer care, operations, or account management experience
• 3+ years of leadership or management experience
• Experience leading teams in a customer-focused environment required

Skills

• Strong leadership, coaching, and employee development skills
• Customer Service experience with excellent phone and email etiquette
• Excellent oral and written communication skills
• Critical thinking ability and excellent attention to detail
• Strong initiative, confidence, and decision-making skills
• Strong problem-solving and conflict-resolution abilities
• Ability to effectively prioritize multiple projects and competing deadlines
• Ability to work calmly under pressure in a fast-paced environment
• Strong organizational and analytical skills
• Experience driving process improvements and operational efficiencies
• Proficient in MS Office Suite and Adobe Acrobat; intermediate Excel experience preferred
• NetSuite & HubSpot experience a plus

Pay

$70,000-$90,000

Benefits

• Medical, dental, vision, life insurance, disability plans, and flexible spending accounts
• Pet insurance plus "bring your dog to work" days
• Partnerships with LifeTime Fitness, Bears Fit, Skechers, and Tickets at Work for discounts and savings
• Paid time off for vacation, sick leave, mental health, personal days, plus a yearly floating holiday
• 401(k) eligibility starting day one, with a company match after your first year
• Paid maternity and paternity leave, with benefits growing alongside your years of service
• Relaxed dress code
• Employee referral bonuses
• Company culture activities including summer BBQs, Employee Resource Groups (Culture Crew, Green Team), Diversity & Inclusion Advisory Council, employee vegetable garden, potlucks, cook-offs, and fun contests