Customer Service Manager

Our client in the retail food and beverage space is seeking a highly motivated and experienced Customer Service Manager to lead and grow their customer service team. This role requires a strong leader who is both people-focused and process-driven, with a proven ability to enhance customer experiences, manage teams effectively, and introduce innovative solutions.

Responsibilities:

• Lead, coach, and develop a team of eleven customer service representatives.

• Oversee daily operations, ensuring timely and high-quality responses to customer inquiries and complaints.

• Manage support tickets and workflows using customer service platforms (e.g., Dixa, Zendesk, Gorgias, Freshdesk).

• Use e-commerce tools (such as Shopify) to resolve order issues and optimize the customer journey.

• Identify and implement process improvements to increase efficiency, including opportunities for automation and AI.

• Act as the voice of the customer by escalating recurring issues and insights to leadership.

• Build and refine hiring, onboarding, and training programs for the service team.

• Manage performance, oversee escalations, and foster a culture of accountability and excellence.

• Develop and monitor customer service KPIs to measure success and guide improvements.

Qualifications:

• 5+ years of customer service experience, including at least 2 years in a supervisory or managerial capacity.

• Proven success leading and developing teams.

• Hands-on experience with Shopify (required).

• Familiarity with customer service platforms such as Dixa, Zendesk, Gorgias, or Freshdesk (preferred).

• Strong problem-solving skills with the ability to address systemic challenges.

• Excellent communication and interpersonal skills, with the ability to handle sensitive situations professionally.

• Experience with process automation or AI tools in customer service is considered an asset.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.