Customer Service Manager

POSITION SUMMARY:

The Customer Service Manager is responsible for leading and optimizing the customer support function to deliver a high-quality service experience for customers and Sales Representatives. This role provides strategic direction and operational oversight for the Customer Service team, ensuring timely and accurate responses across email, chat, and phone channels.

The manager will coach and develop customer service representatives, monitor performance metrics, implement process improvements, and collaborate with cross-functional teams to resolve complex customer issues. The position is instrumental in maintaining service excellence, enhancing customer satisfaction, and supporting the growth of the direct sales field.

ESSENTIAL JOB FUNCTIONS:

Team Leadership & Development

• Lead, coach, and develop a team of Customer Support Specialists and Team Leads

• Foster a positive, accountable, and solutions-oriented team culture

• Conduct regular performance reviews, coaching sessions, and professional development planning

• Support hiring, onboarding, and training of new team members

Customer Support Operations

• Oversee daily customer support operations through email, ticketing systems, and other communication channels

• Ensure team performance meets or exceeds established KPIs such as CSAT, response time, and resolution time

• Manage ticket volume and staffing schedules to maintain service levels

• Identify trends in customer and rep inquiries and proactively address root causes

Process Improvement & Systems

• Continuously evaluate and improve customer service processes and workflows

• Partner with internal teams, including Warehouse, Compliance, Tech, and Leadership to resolve systemic issues

• Assist with the implementation and optimization of customer support tools and automation

• Maintain accurate documentation and internal knowledge base resources

Escalations & Issue Resolution

• Handle complex or escalated customer and rep issues with professionalism and urgency

• Act as a decision maker for sensitive service situations requiring leadership intervention

• Ensure fair, consistent resolution aligned with Bomb Party policies and brand values

Reporting & Metrics

• Track and report key support metrics, including ticket volume, resolution times, CSAT scores, and trends

• Provide insights and recommendations to leadership for improving customer experience

• Assist in forecasting staffing needs based on growth and seasonal demand

Cross-Functional Collaboration

• Serve as the primary liaison between Customer Support and other departments

• Communicate operational updates and customer insights to leadership

• Support company initiatives that impact customer experience

MINIMUM QUALIFICATIONS, EDUCATION, EXPERIENCE, LICENSES, ETC:

• 3–5 years of experience in customer service leadership or call center management

• High school diploma or GED required.

• Associate or bachelor’s degree in business administration, Communications, Management, or related field preferred.

• An equivalent combination of education and relevant customer service leadership experience may be considered.

• Experience with customer service platforms (Zendesk or similar ticketing systems preferred)

• Experience supporting independent sales representatives or large customer communities preferred

• Experience managing support teams in high-volume environments

• Experience scaling support operations in a fast-growing company

REQUIRED SKILLS AND ABILITIES:

• Strong organizational and problem-solving skills

• Excellent written and verbal communication abilities

• Ability to analyze service metrics and drive operational improvements

• Strong leadership, coaching, and team development skills

Bomb Party is an equal opportunity employer. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. All qualified candidates will receive fair consideration for employment. Candidates in need of an accommodation to facilitate the application process may send their request to hr@bombparty.com