Customer Service Manager

Customer Service Manager

Carson, California, United States

About the Company

The company is a fast-growing e-commerce company delivering premium Korean food and lifestyle products across the United States. Headquartered in Carson, CA and fulfillment centers in Pennsylvania, we manage a catalog of over 1,000 refrigerated, frozen, and shelf-stable products sourced directly from Korea. As a leader in Korean specialty foods, we are committed to exceptional quality, innovative operations, and creating a strong, people-focused company culture.

Why Join Us

At the company, you’ll be a part of a passionate, growth-oriented team building one of the most exciting cross-cultural food brands in the U.S. We offer a dynamic startup environment where your expertise will directly shape the future of our company.

Position Overview

This role is perfect for a hands-on leader who thrives in high-volume, fast-paced environments, can handle challenging customer interactions, and is passionate about building scalable service systems. The ideal candidate is bilingual in Korean and English, has strong customer empathy, and can also design and implement CS strategies, policies, and performance metrics to improve customer satisfaction.

Key Responsibilities

• Lead day-to-day CS operations, ensuring timely, professional responses to a high volume of customer calls and inquiries
• Provide hands-on support in escalated or complex situations with empathy and problem-solving skills
• Recruit, train, and mentor CS team members; manage scheduling and workload distribution
• Collaborate with the logistics, operations, and marketing teams to resolve issues quickly and improve the customer journey
• Develop and optimize CS processes, policies, and workflows for scalability
• Monitor key service metrics, analyze customer feedback, and create actionable improvement plans
• Oversee CS tools and identify system needs

Preferred/Additional Experience (Plus)

• Experience designing and conducting customer satisfaction surveys and leveraging data for strategy.
• Ability to select and implement CS systems, tools and create operational plans.

Qualifications

• 3-5 years of experience in customer service or contact center management
• Fluent in Korean and English (spoken and written)
• Exceptional communication and conflict resolution skills; ability to stay composed under pressure
• Strong leadership and organizational skills with the ability to multitask and adapt quickly
• Basic computer proficiency, including familiarity with common office software and CS platforms
• Experience in developing or improving CS processes, policies, and customer satisfaction strategies
• E-commerce or retail experience preferred.

Employment Details:

• Location: Carson, CA
• Employment Type: Full-time, exempt
• Salary Range: $26 ~ $30 per hour