Customer Success Manager

About the role

Campus Ink is redefining how student-athletes, fans, and brands connect. We aren’t just selling merchandise—we’re building the infrastructure for the next generation of sports entrepreneurs. As our Customer Success Manager, you are the heartbeat of our brand. You’ll serve as the vital link between our fast-paced production floor in Urbana and the fans, parents, internal sales team(s) and student-athletes who power our platform. If you’re a natural communicator who views complex operational puzzles as an exciting challenge, we want you on our team.

Responsibilities

• Customer Advocacy: Own the end-to-end customer journey, delivering a high-touch VIP experience from proactive check-ins to high-stakes issue resolution.
• Operations Support: Partner directly with Production and Fulfillment teams to track orders, manage re-shipments, and meet deadline targets.
• Elevate NIL Creators: Support the unique needs of student-athlete creators, ensuring their personal brands are executed with the highest quality and care.
• Workflow Optimization: Help refine operational workflows as we scale—turning friction points into streamlined processes.
• Relationship Management: Turn complex customer inquiries or delays into positive brand loyalty through empathetic, solution-oriented communication.

Requirements

• Experience: Background in high-touch customer service, account management, or retail leadership.
• Adaptability: Thrives in fast-paced, high-growth environments with a track record of remaining calm under pressure (e.g., peak seasons like March Madness).
• Communication: Exceptional written and verbal communication skills; ability to translate technical or production delays into clear, warm customer updates.
• Technical Toolkit: Proficient in Google Workspace (Gmail, Docs, Sheets), Microsoft Excel, and standard e-commerce platforms.

Benefits

• Health, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off (PTO) & Paid Training

Pay

$19.00 – $25.00 per hour (commensurate with experience).

Schedule

• Full-time, on-site (40 hours/week, Monday–Friday)
• 8-hour shifts
• Occasional weekend overtime during peak seasons

Location: Urbana, IL 61801 — local candidates or those willing to relocate prior to start date only. Start date: Immediate.