Customer Service Manager

At Zomee, we support and empower new moms by providing innovative, helpful, and accessible products that make motherhood easier. Starting with our commitment to nursing mothers through our trusted breast pump medical devices, we aim to grow into a household name that champions the well‑being of every mom, delivering solutions that nurture and uplift families worldwide. Based in Pompano Beach, Florida, Zomee is driven by a passionate team that understands the evolving needs of our customers. We are a woman‑owned and family‑run business with a strong culture of entrepreneurial spirit and high quality above all else. Join us in our exciting mission to empower and uplift mothers with impactful solutions that make a real difference in the lives of families. Role Overview Zomee is looking for a driven and empathetic Customer Service Manager to lead our in‑house team and elevate the customer experience. In this role, you'll oversee daily support operations, optimize processes, and collaborate cross‑functionally to ensure every interaction reflects our commitment to supporting moms. This is a hands‑on leadership opportunity to shape a high‑performing team, drive innovation, and be the voice of our customers across the company. Key Responsibilities Lead customer support staffing, training, and morale initiatives while fostering clear expectations and strong team accountability. Improve workflows and issue routing to reduce customer effort, accelerate resolution times, and proactively manage exceptions. Implement automation and optimize tools to streamline support operations and enhance customer tracking and visibility. Promote proactive communication, thoughtful personalization, and surprise‑and‑delight practices to enrich customer interactions. Define and monitor KPIs, dashboards, and agent scorecards to ensure performance alignment with business goals and customer insights. Represent the voice of the customers across the company, ensuring cross‑functional teams stay informed and responsive to customer needs. Who You Are You’re a thoughtful leader who leads with empathy, clarity, and professionalism. You care deeply about your team, communicate clearly and kindly, and always stay ahead of the game. You don’t wait for issues to arise, you anticipate them, think critically, and create smart systems to prevent them. You bring warmth and positivity to the role while staying grounded and reliable. You own your responsibilities, show up on time, and set a tone that makes the whole team better. You're a proactive problem solver who thrives on finding creative solutions and ensuring customers feel heard and supported. Whether juggling tech tools or navigating team dynamics, you're organized, forward‑thinking, and eager to make things better. Experience / Qualifications 3 Years experience in a customer‑facing role Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Customer Service, Management, and Art/Creative #J-18808-Ljbffr