Senior Customer Experience Manager – Wholesale & DTC

Toadandco; Santa Barbara (CA); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

401K matching

Health and dental benefits

Generous PTO

In-person at Santa Barbara HQ

Job summary

Toad&Co in Santa Barbara is seeking a Customer Service Manager to lead our customer service team and uphold best-in-class experiences for Wholesale and Direct-to-Consumer channels.

You will own onboarding, coaching, and career development, manage KPIs and SOPs, and partner across teams to resolve issues and improve processes. This on-site role emphasizes hands-on leadership, brand voice, and exceptional service.

Qualifications

• 5–10 years in customer service or customer experience.
• Excellent written and verbal communication skills.
• Ability to lead and coach a team.
• NetSuite ERP experience is a plus.

Responsibilities

• Lead and manage the customer service team to meet workload and service levels.
• Onboard, train, coach, and develop team members.
• Model and teach Toad&Co's core values in daily work.
• Maintain and report on customer service KPIs and SOPs.

Skills

Team leadership

Communication skills

Problem solving

Mentoring

Tools

Microsoft Word

Excel

Outlook

NetSuite ERP

Job description

Toad&Co in Santa Barbara is seeking a Customer Service Manager to lead our customer service team and uphold best-in-class experiences for Wholesale and Direct-to-Consumer channels.

You will own onboarding, coaching, and career development, manage KPIs and SOPs, and partner across teams to resolve issues and improve processes. This on-site role emphasizes hands-on leadership, brand voice, and exceptional service.