Manager of Customer Service

About the role

Jiffy is a bootstrapped, profitable company that combines technology, customer service, and fast delivery in the blank apparel, direct‑to‑film transfer, and custom apparel industry. As the Manager of Customer Service, you will own the quality, speed, and intelligence of every customer interaction. This senior‑most seat leads the frontline team in Dallas, sets service levels, runs the support operation end‑to‑end, and partners with leadership to modernize staffing, measurement, and AI‑native support.

Team & Frontline Leadership

• Lead, coach, and develop the Dallas customer service team (Customer Experience Partners, leads, and supervisors) onsite; run daily huddles and raise hiring standards.
• Own hiring, onboarding, ramp, and performance management; build a clear career path from Partner to lead to supervisor.
• Be present and hands‑on: jump on escalations, work the queue when volume demands it, and stay close to the customer experience.

Service Quality & Customer Experience

• Own the quality bar end‑to‑end – QA scoring, calibration, coaching loops, and defining “great” across all channels.
• Define and audit the resolution policy (correction, replacement, store credit; refunds as last resort) and ensure consistent team adherence.
• Maintain refund and reimbursement integrity; keep related queues at zero.
• Set and achieve CSAT, NPS, and resolution quality targets; close the loop on detractors and turn feedback into concrete fixes.
• Build escalation and recovery playbooks to protect the customer relationship on the hardest cases.

Operations, SLAs & Workforce Management

• Own service levels across channels – first response time, resolution time, and backlog – and continuously tighten operations to meet them.
• Manage workforce forecasting, staffing, scheduling, occupancy, and shrinkage for the Dallas floor.
• Develop detailed reporting for leadership: contact drivers, cost‑to‑serve per contact, channel mix, week‑over‑week trends, and line‑item metrics.
• Maintain a clean issue taxonomy (one cause and one resolution per case) and partner with the data team for consistent, governed metrics.

AI‑Native Support & Automation

• Own the agent workspace and automation layer as product owner; audit, tune, and selectively enable existing automations.
• Define requirements, validate with agents, and collaborate with Engineering to build, fix, or retire tools.
• Apply AI across support – deflection, auto‑drafting responses, triage and routing, macro generation, and scalable QA – with clear judgment on AI limits.
• Partner with Product and Operations to reduce ticket volume at the source by fixing root causes.
• Build a lean, AI‑first service team, hiring for both service instinct and AI‑nativeness.

Requirements

Basic Qualifications

• Bachelor’s degree required.
• 8+ years in customer service / customer experience, including direct experience leading a frontline support team and owning service levels end‑to‑end.
• DTC, e‑commerce, or 3PL industry expertise required.
• Hands‑on support‑operations experience: workforce management, scheduling, SLA management, and QA across digital, case‑based channels (email and chat).
• Proven ability to build workflows, escalation paths, QA frameworks, macros, and reporting from scratch.
• Concrete examples of AI/automation improving support work, with sound judgment about its limits.
• Fluency with Zendesk, chat platforms, and purpose‑built internal tools; comfortable partnering with Engineering on tooling and owning data.
• Hands‑on builder who prefers fixing and automating broken processes over adding headcount.
• Exceptional communication – can translate customer signals to leadership and defend priorities with evidence.
• Analytical rigor – comfortable defining metrics, questioning denominators, and reading distributions rather than averages.

Preferred Qualifications

• Experience in e‑commerce, apparel, or high‑volume, product‑based/distribution businesses.
• Demonstrated use of AI agent‑building tools/custom workflows in support (deflection, auto‑drafting, triage, scalable QA).
• Experience standing up or scaling a support team or CS site.
• Cost‑to‑serve/unit‑economics thinking applied to a support operation.
• Experience building a lean CS team at a bootstrapped, profitable, rapid‑scale company.

Pay

The base compensation for this role is expected to range from $120,000 – $165,000 per year. Total compensation may include performance‑based bonuses, equity, and benefits, and will be tailored to each candidate’s background and experience.

Benefits

• Comprehensive medical, dental, and vision coverage (partial premiums paid by Jiffy).
• 401(k) retirement plan.
• Annual wellness benefits.
• Choice of MacBook or PC laptop plus equipment for onsite setup.
• Annual $200 credit for use on Jiffy’s website and additional team merchandise.
• Annual professional development stipend.