Solomon Page
Retail Customer Service Manager
We are looking for a Retail Customer Service Manager in New York, New York! We’re seeking a Customer Service Manager to lead our client experience, ensuring every customer interaction reflects the company's standard of excellence. This role is responsible for managing day-to-day customer communications, overseeing the eCommerce returns and repairs portals, supporting virtual and client appointments in our NYC store, and partnering cross-functionally to improve post-purchase satisfaction and retention. The ideal candidate is Shopify Plus–savvy, detail-oriented, and passionate about delivering exceptional customer experiences.
Responsibilities Omnichannel Customer Service
Oversee daily customer service operations for website and owned stores, including email, chat, and phone support
Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first-contact resolution and positive outcomes
Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels
Brand Representation & Client Experience
Maintain service excellence standards aligned with brand's luxury positioning
Represent the brand with impeccable presentation, demeanor, and service etiquette at all times
Uphold brand standards and policies while creatively addressing unique client needs and expectations
Stay informed on product knowledge, seasonal launches, craftsmanship details, and brand storytelling to confidently educate and inspire clients
Technology & Process Optimization
Administer Gorgias for ticket routing, automation, and performance tracking
Oversee Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates are made as needed, and any technical or operational issues are promptly addressed
Partner with Operations and Production teams to resolve return and repair inquiries efficiently and proactively communicate timelines to clients
Identify opportunities to enhance the client experience through clearer communication, improved processes, or technology integrations
Partner with eCommerce, Merchandising, and Production/Fulfillment teams to identify and resolve recurring customer pain points
Optimize workflows to improve efficiency and customer satisfaction metrics
Reporting & Insights
Track and report on KPIs such as response time, resolution rate, NPS, return volume, and return reasons
Provide weekly insights to cross-functional teams to drive continuous improvement
Identify opportunities for automation, knowledge base expansion, and proactive customer communication
Cross-Functional Collaboration
Partner with eCommerce and Marketing on product launches, site updates, and promotions to anticipate and support client needs
Work closely with Retail and Operations to ensure a cohesive, omnichannel client experience
Provide feedback from customers to internal teams to inform product development, merchandising, and site enhancements
Required Qualifications
4+ years of customer service experience in eCommerce, preferably in DTC startup, jewelry or fashion environment
Expertise in Shopify Plus and Gorgias
Highly detail-oriented with strong project management skills
Strong organizational skills with the ability to manage multiple projects in a fast-paced environment
A bias for action; proactive problem solver with a hands‑on approach
Exceptional communication and collaboration skills. Able to work seamlessly with Product Development, Marketing/Ecommerce, Merchandising, Retail, and Operations
If you meet the required qualifications and are interested in this role, please apply today.
The Solomon Page Distinction Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit, and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.
About Solomon Page Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.
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Responsibilities Omnichannel Customer Service
Oversee daily customer service operations for website and owned stores, including email, chat, and phone support
Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first-contact resolution and positive outcomes
Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels
Brand Representation & Client Experience
Maintain service excellence standards aligned with brand's luxury positioning
Represent the brand with impeccable presentation, demeanor, and service etiquette at all times
Uphold brand standards and policies while creatively addressing unique client needs and expectations
Stay informed on product knowledge, seasonal launches, craftsmanship details, and brand storytelling to confidently educate and inspire clients
Technology & Process Optimization
Administer Gorgias for ticket routing, automation, and performance tracking
Oversee Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates are made as needed, and any technical or operational issues are promptly addressed
Partner with Operations and Production teams to resolve return and repair inquiries efficiently and proactively communicate timelines to clients
Identify opportunities to enhance the client experience through clearer communication, improved processes, or technology integrations
Partner with eCommerce, Merchandising, and Production/Fulfillment teams to identify and resolve recurring customer pain points
Optimize workflows to improve efficiency and customer satisfaction metrics
Reporting & Insights
Track and report on KPIs such as response time, resolution rate, NPS, return volume, and return reasons
Provide weekly insights to cross-functional teams to drive continuous improvement
Identify opportunities for automation, knowledge base expansion, and proactive customer communication
Cross-Functional Collaboration
Partner with eCommerce and Marketing on product launches, site updates, and promotions to anticipate and support client needs
Work closely with Retail and Operations to ensure a cohesive, omnichannel client experience
Provide feedback from customers to internal teams to inform product development, merchandising, and site enhancements
Required Qualifications
4+ years of customer service experience in eCommerce, preferably in DTC startup, jewelry or fashion environment
Expertise in Shopify Plus and Gorgias
Highly detail-oriented with strong project management skills
Strong organizational skills with the ability to manage multiple projects in a fast-paced environment
A bias for action; proactive problem solver with a hands‑on approach
Exceptional communication and collaboration skills. Able to work seamlessly with Product Development, Marketing/Ecommerce, Merchandising, Retail, and Operations
If you meet the required qualifications and are interested in this role, please apply today.
The Solomon Page Distinction Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit, and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.
About Solomon Page Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.
#J-18808-Ljbffr