Customer Service Manager

🕒 April 22

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THE/STUDIO

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🤝 B2B

🏪 Marketplace

💰 $11M Series A - The/Studio on 2018-09

B2B • Marketplace

THE/STUDIO is a B2B custom product manufacturing and sourcing platform that helps brands, creators, and retailers design, prototype, and produce custom merchandise with low minimum order quantities. It combines a product catalog and factory marketplace with design support, quoting, sample approval, and production management for items ranging from pins and patches to apparel, packaging, tech accessories, and promotional products. THE/STUDIO serves startups and enterprises by streamlining custom manufacturing and on-demand merchandising from small batches to mass production.

📋 Description

• Lead, mentor, and manage the day-to-day operations of the Customer Service team. • Train and develop team members to ensure they have the tools and knowledge to perform at their best. • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently. • Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation. • Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded. • Develop and implement best practices for customer service processes and workflows. • Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership. • Drive initiatives to enhance customer loyalty, satisfaction, and retention. • Create and maintain detailed customer service documentation, FAQs, and knowledge base content. • Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.

🎯 Requirements

• 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role. • Strong experience managing a team and fostering a collaborative, customer-centric culture. • Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively. • Experience working with startups, e-commerce, fashion, or apparel/product manufacturing preferred. • Strong problem-solving and conflict resolution skills. • Ability to work under pressure and manage multiple priorities in a fast-paced environment. • Familiarity with customer service platforms and CRM tools. • A passion for delivering exceptional service and building lasting client relationships. • Prior experience in a creative or design-driven environment is a plus. • Strong organizational skills and attention to detail. • Willingness to work US business hours.

🏖️ Benefits

• Health insurance • Flexible working arrangements • Professional development opportunities