Customer Service Manager
Posted 1 month ago
You'll complete your application on Fresh Prints's career site.
About the Role
This organization specializes in personalized collegiate apparel, including hoodies, shirts, and sweatpants, primarily catering to student organizations and campus groups. Utilizing a user-friendly customization interface, the business maintains a vibrant community presence in New York City via social media and digital content, while supporting student leadership through campus manager initiatives. As a Customer Service Manager, you will manage and nurture a group of support agents. Your role is central to defining service benchmarks, managing day-to-day activities, and creating scalable systems that maintain high service standards during expansion. You will also serve as a liaison between the user base and departments such as Product, Engineering, and Sales to facilitate ongoing product and service enhancements.
Requirements
- You should possess three to five years of customer service experience, with at least one to two years spent in a leadership or managerial position.
- You must have a solid grasp of service operations, performance coaching, and the ability to work with key performance indicators.
- You need superior verbal and written communication capabilities, combined with excellent organization and the ability to handle competing tasks in a rapid-growth setting.
- You must demonstrate proficiency in CRM software, ticketing systems, reporting tools, and general customer support technology.
- Previous experience managing distributed, high-volume, or remote support teams, particularly within e-commerce, SaaS, or marketplace sectors, is preferred.
- Experience with platforms like Salesforce, Zendesk, or Intercom, as well as specialized knowledge in automation, scheduling, and workforce management, is highly valued.
Responsibilities
- You will mentor, train, and support your team by establishing performance goals and facilitating recurring individual check-ins and evaluations.
- You will supervise routine activities, covering staffing requirements and tracking essential performance indicators like CSAT, resolution efficiency, and response speed.
- You will manage high-level escalations and pinpoint operational gaps to execute effective procedural upgrades.
- You will develop and sustain detailed internal documentation, FAQ guides, and support workflows to uphold service consistency.
- You will utilize performance data to identify service trends, perform quality assessments, and offer constructive guidance to your staff.
- You will collaborate with teams in Product, Operations, and Sales to communicate user insights and address systemic issues, keeping the business responsive as it expands.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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