Forsyth Barnes
Customer Service Manager (Ref:191737) (Miami)
Forsyth Barnes, Miami, Florida, United States, 33222
Title:
Customer Service Manager Location:
Remote Salary:
$60,000 per year base + benefits Industry:
Retail
Brief Overview: This role will lead the eCommerce customer service function for a retail apparel brand, ensuring that every interactionwhether via email, chat, social, or phonedelivers a premium and brand-right experience and collaborate closely with cross-functional partners across digital operations, fulfillment, merchandising, and marketing to optimize the online customer journey and drive satisfaction, loyalty, and repeat purchase.
Job Responsibilities: Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels. Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience. Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns/exchanges processes. Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction. Collaborate with digital product and UX teams to identify pain points in the customer journey and contribute to site enhancements that reduce service volume. Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement. Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand. Advocate for the voice of the customer internallysharing trends, feedback, and insights to inform broader brand and operational decisions.
Job Requirements: Bachelors degree in business, Communications, or a related field (or equivalent experience). 5+ years of experience in customer service management within eCommerce, retail, or apparel. Experience managing and mentoring customer service teams in a high-volume, digital-first environment. Strong understanding of eCommerce operations, order management, and fulfillment workflows. Excellent written and verbal communication skills with a sharp attention to tone, empathy, and brand voice. Proficiency with customer service platforms and CRM tools (Zendesk, Gorgias, Salesforce, etc.). Data-driven mindset with strong analytical and problem-solving skills. Proven ability to collaborate cross-functionally and influence outcomes in a fast-paced setting.
Customer Service Manager Location:
Remote Salary:
$60,000 per year base + benefits Industry:
Retail
Brief Overview: This role will lead the eCommerce customer service function for a retail apparel brand, ensuring that every interactionwhether via email, chat, social, or phonedelivers a premium and brand-right experience and collaborate closely with cross-functional partners across digital operations, fulfillment, merchandising, and marketing to optimize the online customer journey and drive satisfaction, loyalty, and repeat purchase.
Job Responsibilities: Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels. Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience. Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns/exchanges processes. Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction. Collaborate with digital product and UX teams to identify pain points in the customer journey and contribute to site enhancements that reduce service volume. Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement. Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand. Advocate for the voice of the customer internallysharing trends, feedback, and insights to inform broader brand and operational decisions.
Job Requirements: Bachelors degree in business, Communications, or a related field (or equivalent experience). 5+ years of experience in customer service management within eCommerce, retail, or apparel. Experience managing and mentoring customer service teams in a high-volume, digital-first environment. Strong understanding of eCommerce operations, order management, and fulfillment workflows. Excellent written and verbal communication skills with a sharp attention to tone, empathy, and brand voice. Proficiency with customer service platforms and CRM tools (Zendesk, Gorgias, Salesforce, etc.). Data-driven mindset with strong analytical and problem-solving skills. Proven ability to collaborate cross-functionally and influence outcomes in a fast-paced setting.