Customer Service Team Manager

The Workshop LA; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading denim/apparel brand is seeking a seasoned consultant to optimize customer service operations within their eCommerce team. This contract role requires strategic thinking and extensive experience in digital customer support to enhance the overall customer experience, driving performance and operational efficiency.

Qualifications

• 10+ years leadership experience in customer service, focused on eCommerce.
• Proven success with support platforms and automation tools.
• Strong analytical skills utilizing data for decision-making.

Responsibilities

• Evaluate current customer service operations and create a roadmap for improvements.
• Recommend technology enhancements to align with eCommerce goals.
• Establish reporting frameworks to track service performance.

Skills

Leadership

Analytical skills

Communication

Project management

Tools

Zendesk

Intercom

Job description

A trending denim/apparel brand within the streetwear/ gen z space is seeking a seasoned consultant to lead the optimization and transformation of their customer service operations within the eCommerce team. This is a contract role for someone who brings a strategic mindset, hands-on experience, and a deep understanding of digital customer support, automation, and performance-driven service models. You will play a key role in building a streamlined, scalable customer experience that grows alongside their business.

• Evaluate current customer service operations and develop a roadmap for improving efficiency, scalability, and overall experience.
• Recommend structural, process, and technology enhancements that align with eCommerce growth goals.
• Review and optimize existing customer service platforms (e.g., Zendesk, Intercom, Full Story, Gladly) and identify opportunities for automation, AI tools, and ticket deflection.
• Lead or support recruitment, onboarding, and training for internal or external service teams if needed.
• Establish dashboards and reporting frameworks to track service performance in real time.
• Create and execute strategies to improve KPIs such as CSAT, NPS, First Response Time, and First Contact Resolution.
• Develop or refine QA processes and training to elevate support quality and consistency.
• Implement Voice of Customer (VOC) feedback loops and ensure insights are communicated across relevant teams.
• Partner with Marketing, Product, IT, and Operations to align customer experience efforts with broader organizational goals.
• Deliver an executive-ready presentation within the first month outlining:
• Key challenges and solution proposals
• Technical and vendor recommendations
• Integration plans, costs, timelines, and ROI estimates
• KPI targets and performance benchmarks

Requirements

• 10+ years of leadership experience in customer service or customer experience, with a strong focus on eCommerce and digital channels
• Proven success implementing and optimizing support platforms, chat systems, and automation tools
• Deep understanding of service metrics and strategies for improving CSAT, NPS, and resolution efficiency
• Experience in consulting, project management, or leading transformation initiatives within fast-paced environments
• Strong working knowledge of tools like Zendesk, Intercom, and knowledge base platforms
• Excellent analytical skills and experience using data to drive service decisions
• Ability to work independently, manage multiple priorities, and deliver impactful results within a set timeline
• Confident communicator with strong stakeholder management and cross-functional collaboration skills

Hourly Pay: $40-50/hr DOE

Start: ASAP (2 - 3 month contract)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Retail Apparel and Fashion

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