Customer Service Manager

Customer Service Manager — DTC Brand
Location: Remote
Type: Full-Time
Industry: DTC E-commerce

About the Role
We're a fast-growing direct-to-consumer apparel brand, and customer experience sits at the heart of everything we do. We're hiring an experienced Customer Service Manager to lead our support team, sharpen our systems, and keep our customers delighted as we scale.
This is a senior, hands-on leadership role. You've managed support teams before — ideally larger teams at established DTC brands — and you know how to push a team to perform: coaching agents, holding them accountable, and driving results week over week. Experience in fashion, apparel, or other high-volume categories is a strong plus.

What You'll Own
Team leadership & motivation — This is the core of the role. You'll actively lead, push, and develop the support team to perform at a high level. That means:

- Running weekly team calls to align on priorities, review performance, and keep ---------- ntum
- Holding regular one-on-one coaching sessions to develop each agent and lift weak spots
- Setting clear expectations, holding the team accountable, and driving results — not just managing the day-to-day, but genuinely pushing performance higher
- Keeping the team motivated, focused, and consistently delivering excellent customer experiences

Refunds & exchanges — Own the refund and exchange processes and keep these rates trending down. You'll:
- Monitor refund and exchange rates closely and react fast when they spike — diagnosing the root cause and putting a plan in place to bring them back down
- Develop ongoing strategies to reduce unnecessary refunds and lower exchange rates while keeping customers happy
- Use a real understanding of customer behavior, policy, and internal workflows to fix problems at the source

Systems & tooling — Build efficient ticketing systems, workflows, and automation in platforms like Zendesk, Freshdesk, or Gorgias.

KPIs — Own and improve response time, resolution time, CSAT, and ticket-volume management, backed by clear tracking and reporting.

Performance reporting — Track agent productivity, resolution quality, and operational efficiency, and build the reporting that helps the team continuously improve.

What You Bring

- Proven experience managing customer support teams for DTC brands
- A leadership style that actively pushes, coaches, and develops agents to perform
- Comfort handling high ticket volumes
- Hands-on experience with support platforms (Zendesk, Freshdesk, Gorgias, or similar)
- A track record of KPI tracking and performance management

Bonus points for experience with fast-scaling DTC brands, fashion or apparel, or high-volume e-commerce.

You're Someone Who:
- Is highly organized and leads teams well
- Understands customer behavior in e-commerce
- Enjoys optimizing workflows and systems
- Balances customer experience with operational efficiency

What We Offer

- Competitive salary plus performance-based bonuses
- A senior role with a fast-growing DTC apparel brand
- The opportunity to lead and develop a high-performing team
- Long-term room to grow with the company

How to Apply
We review detailed applications only. Please include:

- Your CV
- The DTC brands you've worked with
- The size of the support team you've managed
- The support systems you've used (Zendesk, Freshdesk, etc.)
- Your strengths as a Customer Service Manager
- How you've worked to reduce refunds and exchanges
- How you track and manage team KPIs
- How you measure and improve support team performance

To confirm you've read the full posting, include the word "DTC" at the end of your application. Applications that don't follow these instructions won't be reviewed.

We look forward to hearing from you.