We are looking for an experienced Customer Service Manager to join and lead our incredible customer service team. You will be the face of Left On Friday and work to support & uphold our team values and service standards, providing a world class customer service experience that is unmatched. Your ability to remain agile and problem solve on the fly is key, along with your commitment to being a key contributor in the evolution of our service standards and processes. As our Customer Service Manager, you will lead the team and oversee all customer interactions, ensuring a positive, lasting and helpful experience for our guests.

Core Responsibilities: 

• Oversee all customer communications within our omnichannel from a variety of streams including email and social media
• Conduct LOF Fit Consultations with our customers via Zoom
• Support the customer service team in executing our service standards, evolving our processes & procedures as needed
• Manage team scheduling, time off requests and weekly team meetings
• Ensure a positive and motivating environment to support the development and growth of our team
• Create and maintain up-to-date procedure manuals and resource documents
• Compile and present monthly reports on service performance and customer experiences
• Support in the onboarding of new staff and execute training
• Report directly to the Director of Customer Service, using feedback and insights to drive service and team initiatives

Key traits/experience we’re looking for: 

• 1-3+ years of management experience and working with/leading a team 
• Strong leadership skills & effective communication
• Tech proficiency to support the evolution of our customer service channels
• A high-performer, with the ability to remain agile and adaptive to changing circumstances
• Must be able to problem solve quickly - critical thinking is key in this role
• Self-starter with the ability to take initiative, driving key conversations in how we can provide the best experience possible for our guests and our team
• Committed to self-development & learning - we want you to love your job as much as you love our suits
• Eagerness to be a part of an exciting, thriving, growing brand

Interested?