Customer Service Manager

Addison Group; Oklahoma City (OK); On-site; USD 70,000 - 90,000; Full time

Job summary

Addison Group is seeking an experienced Customer Service Manager to lead a high-performing CS team for a direct-to-consumer e-commerce business. You will oversee orders, shipping, returns, refunds, and recurring orders, driving customer satisfaction and retention across multiple channels.

The ideal candidate has 5+ years in customer service with 2–3+ years in supervision, strong communication, and a track record of improving KPIs.

Qualifications

• 5+ years in customer service.
• 2–3+ years supervisory/management experience.
• Experience leading, coaching, and developing customer service employees.
• Strong problem-solving and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM, customer service, order management, or help-desk software.
• Experience managing subscriptions or recurring orders is a plus.

Responsibilities

• Lead, coach, and develop a customer service team while maintaining high standards for service quality, responsiveness, and professionalism.
• Manage day-to-day customer service operations, including workload distribution, scheduling, escalations, and team performance.
• Establish and monitor customer service goals, KPIs, and performance expectations.
• Handle escalated customer issues and provide appropriate resolutions while protecting the customer relationship and company interests.
• Oversee customer inquiries related to orders, shipping, delivery issues, returns, exchanges, refunds, product questions, payments, and recurring orders.
• Monitor customer interactions to ensure consistent, accurate, and professional communication.
• Identify trends in customer inquiries and complaints and work with other departments to address recurring issues.
• Partner with e-commerce, operations, warehouse, fulfillment, sales, and other internal teams to resolve customer issues efficiently.
• Help develop and improve customer service policies, procedures, workflows, and processes.
• Identify opportunities to improve response times, customer satisfaction, retention, and overall customer experience.
• Assist with managing customer service across multiple sales channels, including the company website and third-party marketplaces.
• Ensure customer orders and issues are appropriately documented and followed through to resolution.
• Analyze customer service data and reporting to identify opportunities for improvement.
• Train new employees and provide ongoing coaching, feedback, and performance development for the customer service team.
• Assist with staffing and resource planning to ensure adequate customer service coverage during peak periods.
• Help maintain a customer-focused culture throughout the organization.
• Stay current on e-commerce customer service practices, technologies, and trends.

Skills

Customer service leadership

Team coaching

Conflict resolution

Communication

Organizational skills

Multi-tasking

CRM familiarity

Analytical skills

Tools

Shopify

Zendesk

Gorgias

Amazon Seller Central

Job description

We are seeking an experienced Customer Service Manager to lead and develop a high-performing customer service team for a growing direct-to-consumer e-commerce business. This individual will be responsible for ensuring an exceptional customer experience across online orders, product questions, shipping, returns, exchanges, refunds, recurring orders, and other customer needs.

The ideal candidate is an experienced customer service leader who understands the fast-paced nature of e-commerce and enjoys working in an environment where customer satisfaction, responsiveness, efficiency, and retention are critical to the success of the business.

Responsibilities

• Lead, coach, and develop a customer service team while maintaining high standards for service quality, responsiveness, and professionalism.
• Manage day-to-day customer service operations, including workload distribution, scheduling, escalations, and team performance.
• Establish and monitor customer service goals, KPIs, and performance expectations.
• Handle escalated customer issues and provide appropriate resolutions while protecting the customer relationship and company interests.
• Oversee customer inquiries related to orders, shipping, delivery issues, returns, exchanges, refunds, product questions, payments, and recurring orders.
• Monitor customer interactions to ensure consistent, accurate, and professional communication.
• Identify trends in customer inquiries and complaints and work with other departments to address recurring issues.
• Partner with e-commerce, operations, warehouse, fulfillment, sales, and other internal teams to resolve customer issues efficiently.
• Help develop and improve customer service policies, procedures, workflows, and processes.
• Identify opportunities to improve response times, customer satisfaction, retention, and overall customer experience.
• Assist with managing customer service across multiple sales channels, including the company website and third-party marketplaces.
• Ensure customer orders and issues are appropriately documented and followed through to resolution.
• Analyze customer service data and reporting to identify opportunities for improvement.
• Train new employees and provide ongoing coaching, feedback, and performance development for the customer service team.
• Assist with staffing and resource planning to ensure adequate customer service coverage during peak periods.
• Help maintain a customer-focused culture throughout the organization.
• Stay current on e-commerce customer service practices, technologies, and trends.

Required Qualifications

• 5+ years of customer service experience.
• 2–3+ years of supervisory or management experience.
• Demonstrated experience leading, coaching, and developing customer service employees.
• Strong problem‑solving and conflict‑resolution skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong computer skills and the ability to learn new systems and technology quickly.
• Experience with CRM, customer service, order management, or help-desk software.

Preferred Qualifications

• Experience working for a direct-to-consumer (DTC/D2C) e-commerce company selling physical products directly to consumers.
• Experience with Shopify, Amazon Seller Central, TikTok Shop, Etsy, Walmart Marketplace, or other e-commerce platforms.
• Experience managing customers with subscriptions, recurring orders, auto-ship, memberships, or replenishment programs.
• Experience with e-commerce customer service platforms such as Gorgias, Zendesk, Re, or similar systems.
• Experience managing a high-volume online customer service environment.
• Experience with order fulfillment, shipping, returns, exchanges, and refunds.
• Experience using customer service metrics and reporting to improve team performance.
• Experience working with customers across multiple online sales channels.