Sr Manager, Customer Service I - DTC / eCommerce

At Team Beans/Forever Collectibles (FOCO) , we're not just making sports and entertainment merchandise—we're shaping fan experiences around the world. From licensed collectibles and apparel to novelty gifts, we proudly partner with every major sports league to deliver fresh designs, innovation, and quality products that fans love. With our explosive eCommerce growth and omnichannel reach, we're looking for forward-thinking leaders ready to make an impact. We're seeking a Customer Service Manager who can lead with passion, drive operational excellence, and deliver exceptional service across our Direct-to-Consumer (DTC) and Marketplace platforms (Amazon, eBay, Walmart, etc.). You'll lead a team of 10-15 and oversee multi-channel support (email, phone, chat, social media), helping to build a best-in-class customer experience that matches our world-class products. What You'll Do Manage, coach, and inspire a frontline customer service team across channels Set KPIs, monitor SLAs, and elevate service standards across DTC platforms Be the final escalation point for customer issues and resolve them with empathy and efficiency Collaborate with recruiting to hire top talent and build succession plans Conduct quality reviews using modern tools (speech-to-text, CSAT, sentiment analysis) Drive performance improvements through 1:1s, coaching, feedback, and training Partner with Product, Ops, and Tech teams to streamline customer journeys Own SOPs, help center content, and macro strategies for common inquiries Analyze data and report on trends, resource allocation, and productivity metrics Be a culture leader - fostering engagement, accountability, and transparency What You'll Bring 2-5 years in customer service or call center leadership (eCommerce required) 3+ years working at a DTC brand or marketplace seller (Amazon, Shopify, etc.) Experience with CRM tools like Zendesk , and platforms like Shopify Knowledge of OMS, IMS, and fulfillment tech Ability to multitask, prioritize, and act with urgency in a fast-paced environment Proven leadership with strong communication and analytical skills Willingness to travel ( Be part of a growing global brand that's passionate about fandom Work with talented, mission-driven people in a collaborative culture Access unique growth opportunities in leadership and customer experience Competitive compensation and benefits package A chance to shape the future of FOCO's DTC experience #J-18808-Ljbffr FOCO