Customer Service Manager

We’re Yota Xpedition, the trusted and guided online source for Toyota truck and sport utility vehicle modifications. We exist to help Toyota owners modify their vehicles to achieve freedom and fulfillment. We do this by empowering our customers with the confidence and knowledge they need to modify their vehicles. OUR PERKS Our employees enjoy work because: Discounts on aftermarket parts and accessories Team outings and activities Benefits available such as medical, dental, vision, IRA investments, and paid time off Competitive pay A roadmap for personal and professional growth as we expand YOUR ROLE Location: Alburtis, PA Type: Full Time Hours: 8:00 AM - 5:00 PM, Monday - Friday Compensation: Starting at $30 per hour Type: Salary (Overtime Exempt) The Customer Support Manager is the owner of the Yota Xpedition customer support experience. This leader is responsible for building, coaching, and managing a high-performing support team that provides simple, guided, and trusted solutions for every customer interaction. You will balance leadership and hands‑on execution, coordinating with domestic and international agents while stepping in to resolve high‑volume or escalated tickets when needed. This role is not just about “answering tickets.” It’s about creating a customer support engine that drives Yota Xpedition’s growth by turning first‑time buyers into lifelong Toyota aftermarket enthusiasts. YOUR RESPONSIBILITIES Customer Support Experience : You will own the quality of the experience our customers receive. Set the tone and standard for every customer touchpoint. Ensure customers consistently receive clear, respectful, and trustworthy guidance. Act as the final point of escalation for challenging cases. Customer Support Performance : You will own the performance of the customer support team. Track, report, and act on customer support metrics. Communicate progress and challenges to leadership. Maintain agent accountability to scorecard goals. Process Improvement : You will own driving continuous process improvment. Analyze support trends, common issues, and feedback loops from customers. Integrate AI technology into our software and systems. Collaborate with product, ecommerce, and marketing teams to resolve recurring issues. Streamline workflows in customer support platforms (e.g., ticketing, chat, phone). Agent Development : You will own developing the team through training, coaching and education. Recruit, train, and coach both domestic and international support agents. Create a culture of responsiveness, accountability, and empathy. Provide regular feedback, one‑on‑one coaching, and performance reviews. Customer Support Handbook : You will own developing and establishing customer support systems and processes. Develop and maintain the customer support handbook (policies, SOPs, tone guidelines). YOUR CREDENTIALS Qualifications 3-5+ year of customer support experience. 1-2 years of customer support management experience. Proven track record of developing and coaching support agents into high performers. Strong background in creating customer service SOPs, training programs, and knowledge bases. Analytical skills to measure KPIs, report trends, and create process improvements. Experience handling escalations directly with customers and solving complex cases. Background in the automotive aftermarket or technical products, ideally with Toyota or off‑road markets. Hands‑on experience with Shopify and Gorgias. Experience scaling support teams during rapid business growth. DO YOU FIT? Are you obsessed with delivering a positive customer experience? Are you experienced building and managing customer service teams? Are you willing to jump into the queue and lead by example during high‑volume periods? Are you determined to succeed through relentless drive? Are you clean, thorough, and accurate in every space and moment to maximize efficiency? Are you growth minded and don’t fear failure? #J-18808-Ljbffr