Customer Service Manager

Company Overview

Frank & Eileen was born in 2009 when former engineer Audrey McLoghlin sought to reinvent the button-up for women — a category previously focused solely on men. Inspired by Audrey’s Irish grandparents—our brand namesakes, Frank & Eileen—we have grown slowly and intentionally from our best-Italian-fabric-in-the-world-obsessed beginnings. Now a globally recognized fashion brand, Frank & Eileen is a certified woman-owned, woman-led B Corp business that has retained 100% ownership while working with the same ethical, sustainable manufacturers for over a decade. Our mission is to model and support entrepreneurship as a force for good—all from our family-friendly HQ in sunny California.

The Role:

We are seeking an experienced & strategic Customer Care Manager to lead our dynamic ecommerce customer care team and ensure best in class customer service delivery. The ideal candidate will be customer obsessed, have strong leadership skills, and a proven track record of implementing excellent customer service strategies and creating elevated customer experiences. Most importantly, we are looking for a leader who will be responsible for inspiring the customer care team, and has a proven track record of identifying & elevating individual strengths to collectively build a world class, strong performing team. 

Responsibilities:

• Oversee daily operations of the customer care team, ensuring efficient and effective resolution of customer inquiries and issues. 
• Train, mentor, and supervise customer service representatives, providing ongoing coaching and feedback to enhance performance. Actively work on development plans for each team member.
• Develop, implement and consistently optimize customer service policies and procedures to drive customer satisfaction and retention. 
• Monitor customer service metrics and KPIs, analyzing data to identify trends and areas for improvement. Proactively identify high volume timeframes based on historical events, and plan team resource needs.
• Collaborate with other departments to streamline processes and enhance the overall customer experience. Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer care team. Identify opportunities for improvement and provide recommendations to leadership on team resource needs. 
• Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
• Develop and maintain positive relationships with key customers, acting as a primary point of contact for escalations and feedback. Partner with VIP Associate to identify potential future VIP clients. 
• Stay up-to-date on industry trends and best practices in customer service, continually seeking opportunities for innovation and improvement. Specifically evaluating & strategically determining where technology can be utilized to effectively improve the customer experience, while not taking away from personal & emotional touchpoints. 
• Develop and implement a comprehensive customer experience strategy, aligning with the company's goals and objectives around customer satisfaction, growth & loyalty.
• Support cross-functional teams to design and deliver seamless customer journeys, from initial contact through post-purchase support.
• Conduct research and gather insights to understand customer needs, preferences, and pain points.
• Champion a customer-centric culture throughout the organization, promoting empathy and advocacy for the customer.
• Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.

Who You Are:

• Passionate about Frank & Eileen and our mission.
• Bachelor's degree in business administration, marketing, or related field (preferred).
• Proven experience with 2+ years of experience in a customer service management role, with a track record of success in delivering exceptional customer experiences & leading teams.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a hybrid team.
• Excellent communication with all levels of the organization and problem-solving abilities.
• Proficiency in CRM software, Shopify, Global-E, Gorgias.
• Ability to thrive in a fast-paced, dynamic environment.
• Excellent analytical skills, with the ability to interpret data and insights to inform decision-making.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously.
• Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
• Highly strategic and entrepreneurial with a growth-driven mindset.
• Proven track record of training and managing remote or hybrid teams.
• Proactively identifies growth trends to determine ongoing team resource needs as well as identifies and implements new standard operating procedures. 

Compensation

Salary Range of $75,000-$90,000

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. 

*Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.