Customer Service Manager

Summary SmartphonesPLUS is a fast-growing leader in the electronics trade-in and reuse industry, operating one of the most trusted and widely used online trade-in platforms in the country. We make it simple for individuals and businesses to turn in their used smartphones, tablets, laptops, and other tech for into cash while reducing e-waste. Our mission is to power the circular economy by extending the life of devices and promoting a more sustainable future. Every device we resell helps keep harmful materials out of landfills and puts technology back into the hands of those who need it. Rooted in the core values of integrity, exceptional service, and fair pricing, SmartphonesPLUS is committed to delivering a seamless, eco-friendly experience that prioritizes transparency and customer trust. Since day one, we've been focused on making a meaningful impact, not just in the way people recycle their tech, but in how we redefine the value of used electronics. Job Description The Customer Service and Sales Manager is responsible for leading and overseeing all aspects of customer service and sales operations. The primary responsibility is to increase customer retention, drive new sales, respond to customer inquiries, escalations, issues, and refund requests while ensuring prompt and professional support through ecommerce marketplace messaging, email, chat, and phone calls. This role also focuses on developing and implementing efficient service/sales processes, automations, maintaining high customer satisfaction, customer outreach, and supporting order accuracy and fulfillment. In addition to day-to-day customer interaction, the Customer Service and Sales Manager will set service level standards, define and monitor performance metrics, address customer feedback and product/service trends, and ensure the team is equipped, empowered, and held accountable. You will lead and manage a team of 4-8 staff. This role works closely with sales leadership to align customer service and sales strategies with broader business objectives and support new business development. Duties and Responsibilities Lead by example with a positive, proactive attitude that supports company direction while championing team needs. Demonstrate self-awareness and a flexible leadership style that inspires team members with diverse skills and personalities. Manage customer support operations including recruiting, hiring, onboarding, training, coaching, and performance reviews. Monitor and promote progress toward company, departmental, and individual goals by assigning action items and holding team members accountable. Strategically assign workloads based on team strengths and division needs to maximize efficiency and effectiveness. Plan, organize, and lead regular team meetings to drive alignment and communication. Partner cross-functionally with departments like sales, operations, and fulfillment to enhance quality and improve end-to-end processes. Oversee the development, documentation, and training of Standard Operating Procedures (SOPs) and support resources. Use data and team feedback to evaluate support performance and recommend improvements to increase efficiency and customer satisfaction. Solve problems with creativity, critical thinking, and timely execution. Review support workflows, workloads, and systems to recommend improvements, reduce costs, and improve turnaround times. Respond to pre-sale inquiries and ensure accurate, timely responses to product questions that drive conversions. Identify opportunities to upsell or cross-sell based on customer needs and order history. Develop scripts, workflows, and training for handling sales-related conversations within support channels. Track and report on sales generated through customer support interactions. Collaborate with marketing and sales teams to implement promotions and offers that improve conversion rates. Support company-wide initiatives and carry out other duties as assigned. Required Skills and Abilities Bachelor's degree in Business, Communications, Marketing, or related field (or equivalent experience). Available to work Monday - Friday 8:00 am - 4:30 pm CST. Strong written and verbal communication skills with a professional and empathetic demeanor. Proven ability to train, coach, motivate, and empower a customer support team. Ability to handle sensitive or confidential situations with discretion. Highly organized and self-motivated, with excellent time management skills. Strong analytical and judgment skills with a solutions-oriented mindset. Comfortable working cross-functionally with various teams and departments. Demonstrated adaptability and ability to learn and implement new tools and processes. Proficient in Google Workspace (Docs, Sheets, etc.) and experienced in CRM/ticketing systems (e.g., ZohoDesk, Salesforce, Zendesk). Strong data entry, reporting, and analytical skills to track and assess team performance and KPIs. Familiarity with sales funnels, ecommerce sales metrics, and conversion tracking. Ability to balance customer satisfaction and revenue growth by identifying win-win solutions. What We're Looking For 3+ years of experience leading customer support or service teams, with a proven track record of success. Exceptional leadership and communication skills, able to guide both technical and non-technical teams. Expertise in developing process-driven support systems and optimizing resource allocation. Familiarity with customer satisfaction metrics, service-level agreements (SLAs), and team performance tracking. Strong problem-solving skills with the ability to thrive in a fast-paced, ever-changing environment. Ability to set up helpdesk applications, create automations, use macros, and update SOPs. Sales acumen with the ability to identify and close customer sales opportunities. Experience managing or contributing to ecommerce sales pipelines through support interactions.