Customer Service Manager

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