Customer Service and Retail Manager

Customer Service Manager

At UNRL, we're redefining what performance wear means. We create premium apparel that blurs the line between work, sport, and everyday life built for those who demand more. Our team is driven by innovation, craftsmanship, and authenticity. We're looking for people who share our belief that people matter, effort counts, success is found in sweating details, and culture drives excellence. Join us and help build a brand that empowers people to look good, feel confident, and perform their best every day. How did we get here? We hire great people that fit our culture and have an old-school work ethic. We make great products and provide our customers with an unreal experience. We create great processes that enable us to set goals and track our success. The UNRL team consists of a small, tight-knit group of hardworking people with an entrepreneurial mindset. We are building a brand that will stand the test of time and continue to make a positive impact in our communities.

What are you leaving behind? Job Overview The Customer Service Manager leads UNRL's customer service team and retail storefront operations, ensuring every customer interaction reflects the brand's commitment to quality and service. This role is responsible for building and developing a high-performing team, establishing service standards, and creating scalable processes that support UNRL's continued growth. This is an operational and people-first role one that balances day-to-day team management with strategic thinking around systems, technology, and cross-functional collaboration. The right candidate is equally comfortable coaching a team member, analyzing service trends, and partnering with Marketing or Supply Chain to remove friction from the customer experience.

Responsibilities

• Lead, coach, and develop the Customer Service team, driving performance, consistency, and a culture of service excellence.
• Establish and continuously improve customer service policies, processes, and standards across all touchpoints email, phone, chat, social media, and in-person.
• Monitor KPIs, customer feedback, and trends to identify opportunities for improvement and increased satisfaction.
• Manage customer service platforms and technology, leveraging automation and AI to improve efficiency and response times.
• Serve as the escalation point for complex inquiries and provide hands-on support during high-volume periods.
• Design and facilitate onboarding and ongoing training to ensure consistent product knowledge, communication, and brand voice.
• Oversee returns, exchanges, and warranty processes; analyze trends to surface insights for product, website, and operational improvements.
• Partner cross-functionally with eCommerce, Marketing, Product, Supply Chain, and Operations to proactively improve the end-to-end customer experience.
• Oversee daily retail storefront operations, including opening/closing procedures, cash handling, POS, and adherence to company policies.
• Maintain accurate inventory through receiving, replenishment, cycle counts, transfers, and audits in coordination with Warehouse and Supply Chain.
• Execute visual merchandising standards, ensuring the store is organized, fully stocked, and on-brand.
• Monitor store sales and operational metrics to identify opportunities for growth, efficiency, and profitability; implement process improvements accordingly.

Requirements

• 35 years of experience in customer service, with at least 2+ years in a management or team lead capacity.
• Proven ability to lead and develop teams, with strong coaching and performance management skills.
• Fluent in customer service platforms, CRM tools, and modern support tech with hands-on experience leveraging technology and automation, AI, and workflow tools to scale team efficiency and improve response times.
• Data-driven mindset with the ability to analyze KPIs and customer feedback to surface insights, drive decisions, and continuously improve performance.
• Strong communicator with a natural ability to maintain brand voice across written and verbal channels.
• Thrives in a fast-paced environment with the ability to manage competing priorities across both customer service and retail operations without losing quality or consistency.

Benefits

• Health Insurance (Immediate Eligibility)
• Dental Insurance (Immediate Eligibility)
• Vision Insurance (Immediate Eligibility)
• Annual Performance Bonus (Immediate Eligibility)
• 401(k) Profit Sharing Retirement Plan (Eligibility begins after 1 year of employment)
• 401(k) 4% Employer match (Eligibility begins after 1 year of employment)
• PTO (Immediate Eligibility)
• Employee Discount on UNRL product (Immediate Eligibility)