Sr Manager, Customer Service I - DTC / eCommerce

FOCO; Piscataway Township (NJ); On-site; USD 80,000 - 110,000; Full time

Job summary

FOCO is seeking a Customer Service Manager to lead a 10-15 person frontline team across email, phone, chat, and social. You will set KPIs, monitor SLAs, and elevate service standards for our DTC and Marketplace channels.

You'll partner with Product, Ops, and Tech to streamline customer journeys, own SOPs and knowledge content, and coach staff to deliver empathetic, data-driven support while nurturing a culture of accountability.

Qualifications

• 2–5 years in customer service or call center leadership in ecommerce.
• 3+ years working at a DTC brand or marketplace seller.
• Experience with Zendesk and Shopify platforms.

Responsibilities

• Lead a frontline customer service team across channels.
• Set KPIs, monitor SLAs, and raise service standards.
• Be final escalation point for customer issues with empathy.
• Collaborate with recruiting to hire and build succession plans.
• Conduct quality reviews using CSAT, sentiment analysis.
• Drive improvements through coaching and training.
• Partner with Product, Ops, and Tech to streamline journeys.
• Own SOPs and help center content.
• Analyze data and report trends and productivity.
• Foster a culture of engagement, accountability, and transparency.

Skills

Leadership in CS

Data-driven decisions

Cross-functional collaboration

Analytical thinking

Tools

Zendesk

Shopify

OMS

IMS

Job description

At Team Beans/Forever Collectibles (FOCO), we're not just making sports and entertainment merchandise—we're shaping fan experiences around the world. From licensed collectibles and apparel to novelty gifts, we proudly partner with every major sports league to deliver fresh designs, innovation, and quality products that fans love.

With our explosive eCommerce growth and omnichannel reach, we're looking for forward-thinking leaders ready to make an impact.

We're seeking a Customer Service Manager who can lead with passion, drive operational excellence, and deliver exceptional service across our Direct-to-Consumer (DTC) and Marketplace platforms (Amazon, eBay, Walmart, etc.).

You'll lead a team of 10-15 and oversee multi-channel support (email, phone, chat, social media), helping to build a best-in-class customer experience that matches our world-class products.

What You'll Do

• Manage, coach, and inspire a frontline customer service team across channels
• Set KPIs, monitor SLAs, and elevate service standards across DTC platforms
• Be the final escalation point for customer issues and resolve them with empathy and efficiency
• Collaborate with recruiting to hire top talent and build succession plans
• Conduct quality reviews using modern tools (speech-to-text, CSAT, sentiment analysis)
• Drive performance improvements through 1:1s, coaching, feedback, and training
• Partner with Product, Ops, and Tech teams to streamline customer journeys
• Own SOPs, help center content, and macro strategies for common inquiries
• Analyze data and report on trends, resource allocation, and productivity metrics
• Be a culture leader - fostering engagement, accountability, and transparency

What You'll Bring

• 2-5 years in customer service or call center leadership (eCommerce required)
• 3+ years working at a DTC brand or marketplace seller (Amazon, Shopify, etc.)
• Experience with CRM tools like Zendesk, and platforms like Shopify
• Knowledge of OMS, IMS, and fulfillment tech
• Ability to multitask, prioritize, and act with urgency in a fast-paced environment
• Proven leadership with strong communication and analytical skills
• Willingness to travel (<25%) and work flexible shifts as needed
• Be part of a growing global brand that's passionate about fandom
• Work with talented, mission-driven people in a collaborative culture
• Access unique growth opportunities in leadership and customer experience
• Competitive compensation and benefits package
• A chance to shape the future of FOCO's DTC experience