Customer Experience Manager — Lead, Coach & Improve

Toad&Co; Santa Barbara (CA); On-site; USD 110,000 - 135,000; Full time

Job summary

Toad&Co in Santa Barbara, CA seeks a Customer Service Manager to lead our service team and own the voice of Wholesale and Web customers. You will drive KPIs, manage processes, and coach team members in a fast-paced environment.

You will model our core values, oversee all customer communications, escalate complex issues, and partner with operations to ensure on-time shipping and accurate orders. This role requires in-person work at our Santa Barbara headquarters.

Qualifications

• In-person in Santa Barbara HQ.
• 5–10 years in customer service or customer experience with leadership.
• Excellent written and verbal communication skills.
• Highly organized, self-starting problem-solver in a fast-paced setting.
• Proficient in Word, Excel, and Outlook; quick to learn new systems.
• NetSuite ERP and wholesale order management experience a plus.
• Able to mentor others and model company values.

Responsibilities

• Lead the customer service team and manage workload to meet SLAs.
• Own onboarding, training, coaching, and career development.
• Model Toad&Co values and drive brand voice across channels.
• Maintain and report on customer service KPIs and trends.
• Handle escalations and resolve complex issues with leadership input as needed.
• Oversee all Wholesale and Direct-to-Consumer communications and templates.
• Facilitate team meetings and cross-functional problem solving.
• Ensure orders are entered correctly and confirmations are issued promptly.
• Coordinate with Warehouse/Logeistics on on-time shipping.
• Share customer insights with cross-functional teams to drive improvements.
• Maintain SOPs and support departmental projects.

Skills

People leadership

Customer service

Written communication

Verbal communication

Organized, proactive

Cross-team collaboration

MS Word, Excel, Outlook

NetSuite ERP

Tools

NetSuite ERP

Job description

Toad&Co in Santa Barbara, CA seeks a Customer Service Manager to lead our service team and own the voice of Wholesale and Web customers. You will drive KPIs, manage processes, and coach team members in a fast-paced environment.

You will model our core values, oversee all customer communications, escalate complex issues, and partner with operations to ensure on-time shipping and accurate orders. This role requires in-person work at our Santa Barbara headquarters.