Senior Customer Service Manager
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Cozy Earth recognized as the #299 fastest-growing company on the Inc. 5000 list is at the forefront of home luxury and apparel. Our mission is to transform everyday comfort with our incredibly soft temperature-regulating bedding sleepwear loungewear and bath products. As the only brand to earn a spot on Oprahs Favorite Things for seven years in a row across five different categories we pride ourselves on exceptional quality and innovation.
Were excited to expand our team with a Senior Customer Service Manager who will play a pivotal role in building scaling and elevating our customer experience. This role is ideal for someone who thinks like an architect: designing strong service foundations building clear and scalable policies and leading a high-performing customer service team that delivers thoughtful consistent and elevated support at every touchpoint.
Responsibilities:
- Own and evolve Cozy Earths customer service strategy with a strong focus on exceptional brand-aligned customer experiences
- Lead and manage our BPO partner(s) including performance management training alignment quality assurance and ongoing optimization
- Build document and standardize customer service policies workflows and SOPs to support consistency and scalability
- Partner cross-functionally with multiple teams to proactively resolve issues and improve the end-to-end customer journey
- Develop and oversee training programs to ensure customer service agents are confident knowledgeable and empowered
- Monitor customer service performance metrics and KPIs (CSAT response times resolution rates etc.) and translate data into actionable insights
- Own customer service reporting and dashboards providing regular insights and recommendations to leadership
- Identify opportunities to improve systems tools and processes to enhance efficiency and customer satisfaction
- Act as a strong people leader: coaching developing and motivating teams to perform at a high level while maintaining a people-first culture
- Other duties as assigned
Skills and Qualifications:
- Proven experience managing customer service teams ideally in an ecommerce or DTC environment
- Experience working with and managing a BPO partner
- Strong background in policy development SOP creation and process standardization
- Data-driven mindset with experience analyzing and reporting on customer service metrics
- Comfortable working across departments and influencing without authority
- Experience with customer service and ecommerce tools such as Gorgias Aircall Shopify or similar systems
- Strong leadership communication and organizational skills
- Proactive problem-solver who thrives in a fast-paced growing environment
Why Join Cozy Earth
Comprehensive Benefits: Medical dental and vision coverage to keep you healthy.
Future Planning: 401K plan to secure your financial future.
Work-Life Balance: Flexible PTO to ensure you have the time you need for rest and relaxation.
Wellness Perks: Monthly self-care benefit to support your overall well-being.
Exclusive Discounts: Access generous discounts on all our products.
Cozy Earth is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Cozy Earth offers luxury bedding and loungewear known for its incredible softness and temperature regulation. Browse today. Never worry about sleeping hot again!
