Sr Manager, Customer Service I - DTC / eCommerce

FOCO

About Us

At Team Beans/Forever Collectibles (FOCO) , were not just making sports and entertainment merchandisewere 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.

If the following job requirements and experience match your skills, please ensure you apply promptly.

With our explosive eCommerce growth and omnichannel reach, were looking for forward-thinking leaders ready to make an impact.

Your Opportunity

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.).

Youll lead a team of 1015 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 Youll 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 leaderfostering engagement, xhqgsiq accountability, and transparency

What Youll Bring

25 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 (

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Vacancy posted 4 days ago

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