Uproot Clean is a fast-growing, performance-driven consumer brand built for pet owners. They are seeking a Customer Service Manager to own the entire support function, improve performance, and lead a team that delivers high-quality customer interactions at scale.
Responsibilities:
- Manage, coach, and develop the customer service team
- Set clear performance expectations and track KPIs
- Ensure consistent quality across all customer interactions
- Oversee daily support across email and social channels
- Ensure SLAs, response times, and resolution quality are met
- Optimize staffing and workflows to handle volume efficiently
- Step in as needed to support the team during peak volume or complex cases
- Identify inefficiencies and improve support workflows
- Build systems, playbooks, and documentation for scale
- Reduce ticket volume through proactive solutions
- Ensure every interaction aligns with brand voice and standards
- Handle escalations and complex cases
- Turn negative experiences into retention opportunities
- Work with marketing, operations, and product teams
- Share insights, trends, and recurring issues
- Influence decisions based on customer feedback
Requirements:
- Proven experience managing customer service teams (ecommerce/DTC preferred)
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Experience with support tools and CRM platforms
- Ability to manage performance and drive accountability