Customer Service Manager

🕒 5 days ago

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THE/STUDIO

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

📦 Logistics

💼 Consulting

📣 Marketing

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

Logistics • Consulting • Marketing

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 • Act as an escalation point for complex or high-priority customer issues • Monitor customer interactions and feedback to identify trends and improvement opportunities • Work with Sales, Marketing, Design, and Operations to exceed customer expectations • Develop and implement customer service processes and workflows • Analyze customer service metrics and report team performance and customer satisfaction to leadership • Drive initiatives to enhance customer loyalty, satisfaction, and retention • Create and maintain customer service documentation, FAQs, and knowledge base content • Foster a positive, solution-oriented work environment

🎯 Requirements

• 5+ years of experience in customer service • At least 2 years in a leadership or managerial role • Strong experience managing a team and fostering a collaborative, customer-centric culture • Excellent written and verbal communication skills • 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 • 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 • Required language(s): English • Resume/CV must be submitted in English

🏖️ Benefits

• Fully remote working platform • Work from anywhere in the world with the required tools and a fast, stable internet connection • Equal Opportunity Employer • Fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation