Customer Service manager

Customer Service Manager

The Opportunity

As our Customer Service Team Manager, you will lead our in-house team of Customer Service Representatives based at our downtown U.S. headquarters in St. Louis, Missouri.

You will be responsible for the team's (four team members) daily performance, professional development, customer engagement, and continuous improvement.

Our Customer Service team operates in a technology enabled environment, utilizing a centralized ticketing platform to manage and track customer interactions across email, telephone, and live chat from our custom e-commerce websites.  We are looking for ways to continue to improve our use of technology while also improving the customer experience when working with Brand Addition.  We believe that every customer interaction is an opportunity to build trust, strengthen relationships, and demonstrate the value of working with Brand Addition. Your mission will be to ensure our team consistently delivers on that promise.

What You'll Do

- Lead, Inspire & Develop a High-Performing Team

- Provide hands-on leadership, coaching, and direction to our Customer Service Representatives.

- Build a positive, energetic, and accountable team culture focused on delivering exceptional customer experiences.

- Establish clear individual and team performance expectations, ensuring everyone understands what success looks like.

- Conduct regular performance reviews, coaching sessions, and development conversations.

- Recognize outstanding performance while constructively addressing opportunities for improvement.

- Foster collaboration, ownership, and a genuine passion for helping customers.

- Support the recruitment, onboarding, and development of team members as our business grows.

Drive Customer Service Excellence

- Ensure customer inquiries are handled professionally, efficiently, quickly, and with a strong sense of ownership.

- Establish and maintain consistent service standards and KPIs across telephone, email, and live chat and report on these KPIs to the leadership team and our customers at Quarterly Business Reviews (QBRs).

- Proactively manage escalated customer concerns, ensuring timely resolutions and positive outcomes.

- Identify opportunities to improve the customer journey, eliminate friction, and strengthen customer loyalty.

- Partner with internal departments to resolve issues and deliver a seamless customer experience.

Work with our warehouse for inventory, backorder, rush, and international order fulfillment

- Develop clear lines of communication with Merchandising and Account Management teams around feedback related to products and services

Turn Performance Data into Results

- Take ownership of our customer service ticketing platform (Halo), ensuring all customer interactions are accurately recorded, managed, and resolved.

- Establish clear performance expectations and accountability through measurable service standards.

- Monitor, analyze, and report on key customer service metrics, including:

Customer wait and hold times

- Speed of answer and response times

- Ticket volumes and customer interaction activity

- Number of communications required to achieve resolution

- First-contact resolution rates

- Ticket resolution times and outstanding inquiries

- Customer satisfaction and survey feedback

- Individual and team productivity

- Develop meaningful performance dashboards and reporting that provide visibility into service quality, efficiency, and customer satisfaction.

- Use data to identify trends, coach team members, improve workflows, and drive measurable performance improvements.

- Balance productivity and efficiency with the quality and personalization of every customer interaction.

Champion the Voice of the Customer

- Lead the team's response to customer satisfaction surveys, feedback, and service-related concerns.

- Ensure all customer feedback is acknowledged, documented, and appropriately addressed.

- Develop a consistent approach to closing the loop with customers following survey responses or service concerns.

- Identify recurring themes and translate customer feedback into actionable improvements.

- Share customer insights with leadership and cross-functional teams to help shape better processes, products, and experiences.

- Celebrate positive customer feedback and recognize employees who consistently deliver outstanding service.

- Drive Innovation & Continuous Improvement for this team and Brand Addition as a whole

- Challenge existing processes and identify smarter, more effective ways of working.

- Maximize the capabilities of our ticketing and customer communication technologies.

Improve how we work to drive efficiencies

- Identify opportunities to leverage automation, AI, and emerging technologies to improve responsiveness, efficiency, and service quality.

- Collaborate with Sales, Account Management, Operations, IT, and other internal stakeholders to improve the end-to-end customer experience. Callout any immediate concerns around products or solutions that negatively impact customer engagement with Brand Addition

- Lead initiatives that improve customer satisfaction, reduce unnecessary interactions, and increase overall team effectiveness.

- Bring fresh ideas, enthusiasm, and a continuous improvement mindset to everything you do.

What We're Looking For

We are seeking a confident, motivated leader who combines strong people management skills with an analytical mindset and a genuine passion for delivering outstanding customer experiences.  We need someone who has led customer service teams before and improved internal ways of working to create more accountability within our team environment while focusing on efficiencies to improve the customer journey with Brand Addition.

Experience & Qualifications

- Demonstrated experience (5 + years) leading and developing a customer service, customer support, or contact center team.

- Proven ability to improve team performance through coaching, accountability, and measurable objectives.

- Experience working with customer service ticketing systems, CRM platforms, or omnichannel communication tools to route and share work amongst teams.

- Strong understanding of customer service KPIs, service-level agreements, and performance reporting.

- Experience managing customer inquiries across telephone, email, and chat.

- Demonstrated success resolving customer escalations and improving customer satisfaction.

- Strong analytical skills with the ability to turn operational data into meaningful business improvements.

- Experience supporting large corporate or enterprise customers is highly desirable.

- Comfortable working in a fast-paced, evolving business environment

We're looking for someone who:

- Leads from the front: Brings energy, enthusiasm, and a hands-on approach to developing a successful team.

- Creates accountability: Establishes clear expectations, follows through on commitments, and takes ownership of results.

- Thinks like a customer: Understands that responsiveness, communication, and follow-through are fundamental to building lasting relationships.

- Uses data to drive decisions: Understands the numbers but never loses sight of the people and experiences behind them.

- Embraces change: Sees technology, innovation, and continuous improvement as opportunities to raise the bar.

- Builds strong relationships: Collaborates effectively across departments and earns the trust of colleagues and customers.

- Makes things happen: Brings solutions, takes initiative, and turns opportunities for improvement into tangible results.

What Success Looks Like

Success in this role will be measured by the positive impact you make on our people, our customers, and our business.

1.   A Stronger, More Engaged Team

A motivated, well-coached team that understands its objectives, takes ownership of customer interactions, and               consistently delivers against clear performance expectations.

2.  Measurable Improvements in Service Performance

Improved response times, reduced customer wait times, stronger resolution efficiency, and greater consistency               across all communication channels.

3.  Higher Customer Satisfaction

A proactive approach to customer feedback, improved survey outcomes, and a stronger culture of customer                     engagement.

4.  Greater Visibility & Accountability

Reliable reporting, actionable performance dashboards, and clear ownership of service standards and customer             outcomes.

5.  Smarter, More Scalable Processes

Meaningful improvements in technology utilization, workflow efficiency, and customer service processes that                   position the team for continued growth.

Why Join Brand Addition?

At Brand Addition, we work with some of the world's most recognizable companies, helping them bring their brands to life through creative merchandise solutions and exceptional customer experiences. Our success is built on strong relationships, talented people, and a commitment to delivering results. As our Customer Service Team Manager, you will have the opportunity to:

- Make a visible impact on the customer experience of leading global brands.

- Build and develop a high-performing team with the support and opportunity to make meaningful improvements.

- Influence how we operate, bringing new ideas and better ways of working to a growing business.

- Work collaboratively with business leaders who recognize the strategic importance of customer service.

- Help shape the future of our customer engagement strategy as we continue to invest in people, technology, and operational excellence.