Customer Service & CX Operations Manager

FashionUnited; Bensalem Township, Northern (Bucks County, KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Generous Employee Discount

Paid Holidays

Summer Hours

PTO (Paid Time Off)

Bonus Plan

Affordable Health Insurance

Retirement Contributions

Job summary

SNIPES is seeking a Manager of Customer Service to own how customers are served across all channels and to optimize the operation behind that service.

You will lead service delivery, automation initiatives, and partner performance, while coaching a team of CX Specialists and driving data-backed improvements across the customer journey. This role blends strategic oversight with hands-on management in a fast-paced retail environment.

Qualifications

• 3+ years in customer service or CX operations, with 1+ years of leading a CX team.
• Exposure to customer-facing AI or automation tools.
• Experience managing multi-channel helpdesks (Freshdesk, Zendesk, Salesforce Service Cloud, Gorgias, Kustomer).

Responsibilities

• Own service levels, backlog, and response performance across all channels.
• Own automation performance end to end and ensure policy compliance on refunds, returns, and case disposition.
• Manage day-to-day partner relationships, escalation thresholds, and performance reviews.
• Explain spikes with evidence and work with IT to capture necessary data.
• Coach the team toward owning business problems and drive performance conversations.

Skills

Customer service

CX operations

Team leadership

Automation tools familiarity

AI/customer support tools

Tools

DigitalGenius

Ada

Gorgias AI

Intercom

Zendesk AI

Freshdesk

Salesforce Service Cloud

Kustomer

Job description

SNIPES is seeking a Manager of Customer Service to own how customers are served across all channels and to optimize the operation behind that service.

You will lead service delivery, automation initiatives, and partner performance, while coaching a team of CX Specialists and driving data-backed improvements across the customer journey. This role blends strategic oversight with hands-on management in a fast-paced retail environment.