Qureos Mentor

WMP Eyewear

About UsAt WMP Eyewear, we believe quality eyewear shouldn&rsquo;t be exclusive to designer labels. That&rsquo;s why we&rsquo;re dedicated to creating high-quality, affordable eyewear that is accessible to everyone. Each product we offer is (W)orn and (M)ade with (P)urpose. WMP began as a big dream in a small Chicago apartment in 2011 and has grown into one of Inc. 5000&rsquo;s Fastest Growing Companies. As an independently owned brand based in Scottsdale, Arizona, we consistently offer premium eyewear at prices that outperform the competition. We&rsquo;re also committed to giving back, donating a portion of every purchase to animals in need.Who We're Looking ForDo you have a passion for helping people and leading a team? Our rapidly growing fashion e-commerce brand is seeking a Customer Service Manager to guide and expand our CSR (Customer Service Representative) team. This team supports our online customers via email, chat, and phone. If you thrive in a fast-paced, collaborative, and fun environment, we&rsquo;d love to meet you.What You&rsquo;ll DoTeam Leadership &amp; Support<ul><li>Ensure the CSR team responds promptly and professionally to customer inquiries across phone, email, and chat; you will also jump in as needed.</li><li>Provide coaching, support, and real-time guidance to the CSR team.</li><li>Train and mentor new hires to ensure long-term success and confidence in the role.</li><li>Maintain and regularly update the customer service handbook to ensure all SOPs are accurate and current.</li></ul>Prescription (RX) Customer Support Oversight<ul><li>Oversee all RX-related customer service tickets, ensuring accuracy, compliance, and prompt resolution.</li><li>Work closely with lab techs and our internal optical team to manage rechecks, prescription verifications, remakes, and escalated RX issues.</li><li>Ensure clear communication between CSRs and the lab so the customer experience stays smooth, consistent, and accurate.</li><li>Audit RX ticket handling to ensure quality, precision, and adherence to brand standards.</li></ul>Compliance &amp; Standards<ul><li>Ensure the CSR team is trained and compliant with HIPAA regulations, prescription handling standards, and all privacy protocols.</li><li>Implement and maintain CS processes that meet legal guidelines, including how RX information is received, stored, verified, and communicated.</li><li>Monitor for potential compliance risks and work with leadership to address issues proactively.</li></ul>Process Improvement &amp; CX Optimization<ul><li>Collaborate with other departments to resolve customer issues and handle escalations effectively.</li><li>Optimize customer service operations by designing and improving AI-driven systems, refining macros, and building advanced automations to increase speed, accuracy, and consistency.</li><li>Develop smarter workflows that reduce manual work for CSRs and improve customer satisfaction.</li><li>Manage and respond to customer reviews across platforms, with a strong focus on increasing positive sentiment.</li><li>Regularly review Gorgias features and implement new tools to enhance efficiency.</li><li>Develop and present monthly performance reports to leadership, highlighting wins, opportunities, and data-driven improvements.</li></ul>Qualifications<ul><li>High school diploma or equivalent</li><li>Typing speed: 50+ WPM</li><li>Proven experience in customer service, ideally in an eCommerce environment</li><li>Strong proficiency in Gorgias or Zendesk (required)</li><li>Excellent verbal and written communication skills</li><li>Ability to multitask, prioritize, and manage time effectively</li><li>Experience with RX eyewear processes, HIPAA compliance, or AI/automation tools is a bonus, not required</li></ul>Why Join Us?<ul><li>Collaborative, supportive, and inclusive work culture</li><li>Clear career-growth opportunities: we&rsquo;re expanding rapidly</li><li>Flexible schedule: 8-hour shift (you choose 8:00&ndash;4:00, 8:30&ndash;4:30, or 9:00&ndash;5:00)</li><li>Friday Flex: Wrap up one hour early every Friday</li><li>Medical, dental, and vision benefits</li><li>Generous PTO, plus additional Birthday &amp; Anniversary PTO and 11 paid holidays</li><li>A complimentary pair of sunglasses every month</li></ul>Benefits:<ul><li>Dental insurance</li><li>Employee discount</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Customer Service Manager for Fashion Brand

Join WMP Eyewear and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

WMP Eyewear

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Customer Service Manager for Fashion Brand