Customer Service Manager (Ref:191737) Job at Forsyth Barnes, Miami, FL

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  • Forsyth Barnes
  • Miami, FL

Job Description

Title: Customer Service Manager

Location: Remote

Salary: $60,000 per year base + benefits

Industry: Retail

Contact : Courtney.Wells@forsythbarnes.com

Brief Overview:

This role will lead the eCommerce customer service function for a retail apparel brand, ensuring that every interaction—whether via email, chat, social, or phone—delivers a premium and brand-right experience and collaborate closely with cross-functional partners across digital operations, fulfillment, merchandising, and marketing to optimize the online customer journey and drive satisfaction, loyalty, and repeat purchase.

Job Responsibilities:

  • Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels.
  • Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience.
  • Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns/exchanges processes.
  • Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction.
  • Collaborate with digital product and UX teams to identify pain points in the customer journey and contribute to site enhancements that reduce service volume.
  • Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement.
  • Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand.
  • Advocate for the voice of the customer internally—sharing trends, feedback, and insights to inform broader brand and operational decisions.

  • Job Requirements:
  • Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
  • 5+ years of experience in customer service management within eCommerce, retail, or apparel.
  • Experience managing and mentoring customer service teams in a high-volume, digital-first environment.
  • Strong understanding of eCommerce operations, order management, and fulfillment workflows.
  • Excellent written and verbal communication skills with a sharp attention to tone, empathy, and brand voice.
  • Proficiency with customer service platforms and CRM tools (Zendesk, Gorgias, Salesforce, etc.).
  • Data-driven mindset with strong analytical and problem-solving skills.
  • Proven ability to collaborate cross-functionally and influence outcomes in a fast-paced setting.

Job Tags

Remote work,

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