Customer Service Manager

Job Title: Customer Service Manager Dept: Customer Service Reports to: VP of Operations Position : Full Time Pay : Salary DOE Job Summary The Customer Service Manager leads the Customer Service department and is responsible for providing a consistent, efficient, and positive customer experience across phone, email, chat, social media, online reviews, returns, warranties, and fraud/loss prevention. This role develops Team Leads and customer service agents, manages staffing and performance, resolves escalated issues, monitors key performance indicators, and works with other departments to improve policies, systems, and processes. Customer feedback and operational data are used to improve response times, resolution quality, team effectiveness, and the overall customer experience. About Blade HQ Blade HQ is one of the world's largest online retailers of knives and outdoor adventure gear. We focus on a wide selection of brands and styles of knives and pocketknives to remain the 'cutting edge' of the knife community. Community, Learning, and Process are our primary values here at Blade HQ. Check out us on: Instagram : @bladehq, YouTube : Facebook : Blade HQ What makes Blade HQ a great place to work? Blade HQ is filled with fun, friendly, knife-loving people who are committed to working as a team toward a common goal. We love learning, and our management is committed to providing opportunities for all employees to learn and grow in the company. We are looking for motivated and passionate people to join our team and help us to learn and grow, too. We offer: Excellent benefits (100% paid Medical for employees, 50% paid Dental and Vision, free life insurance, up to 3 weeks of possible PTO... Company paid events Regular company paid lunches Free Soda, Ice, and Coffee Employee discounts on all products Casual dress code And much MORE! Tasks Lead, coach, and support Customer Service Team Leads and agents. Set clear expectations for accountability, professionalism, and customer-focused decision-making. Monitor phone, email, chat, social media direct messages, and online ratings/reviews to ensure timely, accurate, and high-quality customer interactions. Work with Team Leads to manage quality assurance, productivity, service levels, schedule adherence, and other department performance expectations. Resolve escalated customer and employee issues. Apply company policy and coordinate solutions with other departments when needed. Oversee returns, warranty, fraud/loss-prevention, and related customer-service processes to ensure policies and procedures are applied consistently. Conduct regular one-on-one meetings, coaching conversations, and quarterly performance evaluations. Document goals, development plans, and follow-up actions. Review resumes, interview candidates, support hiring decisions, and coordinate onboarding and training for new Customer Service employees. Manage department scheduling and coverage for planned absences, peak-volume periods, and changing business needs. Maintain and communicate standard operating procedures, training materials, escalation paths, and policy updates. Monitor department KPIs and customer feedback. Provide recurring reports on trends, risks, performance gaps, and recommended actions. Meet or exceed established customer satisfaction, response-time, productivity, and quality targets while maintaining a positive customer experience. Partner with Operations, Warehouse/Fulfillment, IT, E-commerce, Marketing/Social Media, and other teams to resolve customer-impacting issues and improve workflows. Evaluate tools, systems, automation, and process changes that can improve response speed, accuracy, reporting, and team efficiency. Ensure the team has the equipment, system access, supplies, and resources needed to perform its work effectively. Promote a positive, collaborative, and accountable team culture and maintain an organized, professional work environment. Perform other duties and responsibilities as assigned by management. Skills Strong written and verbal communication with a patient, professional, and solution-oriented approach. Leadership, coaching, performance-management, and team-development skills. Sound judgment and de-escalation skills for difficult customer or employee situations. Ability to analyze service data, identify trends, and turn findings into practical improvements. Strong organization, scheduling, prioritization, and follow-through in a high-volume environment. Working knowledge of customer-service best practices, quality assurance, and process improvement. Proficiency with CRM/ticketing systems, phone and chat tools, spreadsheets, word processing, and performance reporting. Ability to build effective working relationships across departments and communicate changes clearly. Physical Demands Ability to sit and/or stand for extended periods of time. Frequent use of a computer, keyboard, mouse, phone, and other standard office equipment. Extended periods of viewing computer screens and working within customer-service software. Occasional bending, reaching, and retrieving products from low or high shelving. Ability to safely handle knives and other edged cutting tools in accordance with company procedures. Work Environment On-site position in a general office, showroom, and warehouse/fulfillment environment. Regular interaction with retail merchandise, including knives and other edged tools. Frequent collaboration with Customer Service, Operations, Warehouse/Fulfillment, and other business teams. Education and Experience Must be 18 years of age or older. Minimum of 2 years of customer service experience required. 2 or more years of leadership or management experience preferred. Bachelor's degree preferred; equivalent relevant experience may be considered. Experience in retail, e-commerce, high-volume customer support, or a similar operational environment preferred. Position Type/Expected Hours of Work Full-time, salaried position; minimum 40 hours per week. Typical schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Schedule and hours may vary based on business needs, staffing coverage, seasonal volume, or escalated issues. Employment at Blade HQ is predicated upon passing a background check and drug screening. Blade HQ reserves the right to deny employment (even if an offer letter has been signed) to any individual who does not pass a background and drug screening or anyone who fails or refuses to complete one. #J-18808-Ljbffr