Customer Service Manager

Heath Ceramics; San Francisco, Northern (CA, KY); On-site; USD 100,000 - 105,000; Full time

Benefits offered by this job

Medical plans

Dental & vision

Paid time off

Paid holidays

Parental leave

401(k)

Bonus

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Employee discount

Job summary

Heath Ceramics in San Francisco is seeking a Customer Service Manager to lead a talented team across email, phone, and live chat. You’ll partner with Shipping, Retail, Trade, Ecommerce, and Operations to resolve issues, coordinate fulfillment, and elevate the overall customer experience.

You are a hands‑on leader with strong organizational, analytical, and people skills, capable of driving process improvements while coaching staff to deliver warm, solution‑oriented service.

Qualifications

• Bachelor’s degree or 8 years equivalent experience in retail and/or trade customer service environment, with past experience in supervisor or managerial role.
• 5+ years leading and managing a team in a retail and/or trade customer service environment preferred
• Excellent communicator who is solution‑oriented, warm, patient, and genuine
• Aptitude for problem‑solving, process improvements, and cross‑functional collaboration
• Comfort learning and working across customer service and order management systems; experience with Freshdesk or Zendesk preferred, and NetSuite experience a plus.
• English required; fluency in another language is a plus.

Responsibilities

• Lead, coach, and develop the Customer Service Team.
• Own the overall quality and consistency of the customer experience across email, phone, and live chat.
• Oversee the customer service team’s effective use of Freshdesk, Shopify, NetSuite, and other relevant systems.
• Own and maintain the Customer Service Knowledge Base, including policies, procedures, product information, troubleshooting guidance, and service standards.
• Partner closely with Shipping, Retail, Trade, Ecommerce, and Operations to coordinate fulfillment, resolve order issues, and improve the end‑to‑end customer experience.
• Ensure the team has timely and accurate information about product changes, inventory constraints, promotions, policies, and operational updates.
• Use customer feedback, service trends, and data to identify opportunities for process and service improvements.

Skills

Team leadership

Communication

Problem solving

Collaboration

English proficiency

Education

Bachelor’s degree or 8+ years experience in retail/trade CS

Tools

Freshdesk

Zendesk

NetSuite

Job description

The Customer Service Manager leads the Customer Service Team and oversees service across email, phone, and live chat. Reporting to the VP of Sales, this role sets team priorities, manages day‑to‑day operations, and develops the people, processes, systems, and resources needed to provide consistently excellent service. The manager also serves as a key cross‑functional partner to the Shipping, Retail, Trade, Ecommerce, and Operations to resolve issues, coordinate fulfillment, and improve the overall customer experience. This role requires a hands‑on leader who is comfortable moving between team management, operational problem‑solving, customer escalations, and longer‑term process improvement. The ideal candidate combines warmth and sound judgment with strong organizational, analytical, and leadership skills.

Position Responsibilities

• Lead, coach, and develop the Customer Service Team.
• Own the overall quality and consistency of the customer experience across email, phone, and live chat.
• Oversee the customer service team’s effective use of Freshdesk, Shopify, NetSuite, and other relevant systems.
• Own and maintain the Customer Service Knowledge Base, including policies, procedures, product information, troubleshooting guidance, and service standards.
• Partner closely with Shipping, Retail, Trade, Ecommerce, and Operations to coordinate fulfillment, resolve order issues, and improve the end‑to‑end customer experience.
• Ensure the team has timely and accurate information about product changes, inventory constraints, promotions, policies, and operational updates.
• Use customer feedback, service trends, and data to identify opportunities for process and service improvements.

Qualifications

• Bachelor’s degree or 8 years equivalent experience in retail and/or trade customer service environment, with past experience in supervisor or managerial role.
• 5+ years leading and managing a team in a retail and/or trade customer service environment preferred
• Excellent communicator who is solution‑oriented, warm, patient, and genuine
• Aptitude for problem‑solving, process improvements, and cross‑functional collaboration
• Comfort learning and working across customer service and order management systems; experience with Freshdesk or Zendesk preferred, and NetSuite experience a plus.
• English required; fluency in another language is a plus.

Visual Acuity Requirements

Ability to read and review information on computer screens, documents, and reports, and to assess accuracy and detail in customer and order information.

This position is a full time hybrid position, Monday to Friday with some weekends. The salary range for this position is $100,000-$105,000, based on experience.

We are committed to your health and well‑being. Heath offers full‑time employees a comprehensive benefits package that includes a choice of medical plans, dental and vision coverage, generous Paid Time Off and paid holidays, and parental and family leave benefits. Employees also have access to a 401(k), bonus when company performance goals are met, life and disability insurance, Flexible Spending Accounts, commuter benefits, an Employee Assistance Program, and a great discount on all Heath Ceramics products.

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