Job Description
Job DescriptionBenefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Dental insurance
- Employee discounts
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Customer Service Manager
Location: Sioux Falls, SD (On-site or Hybrid)
Experience Required: 57+ years in customer service leadership or management
About Wild Oak Boutique
Wild Oak Boutique is one of the fastest-growing womens fashion brands in the Midwest, known for our premium denim, inclusive sizing, and commitment to delivering an exceptional customer experience. As our business expands, were looking for a dedicated and experienced Customer Service Manager to support our growth and help elevate the service standards our customers love.
About the Role
The Customer Service Manager will oversee the day-to-day operations of our customer service team, ensuring all customer inquiries from product questions to post-purchase support are resolved efficiently, accurately, and with genuine care. This role is ideal for someone who thrives in a fast-paced e-commerce environment, enjoys coaching and developing teams, and understands the impact a great service experience has on brand loyalty.
Key Responsibilities
- Lead, support, and mentor customer service representatives to deliver exceptional service.
- Oversee daily workflows across email, chat, social media, and Gorgias to ensure timely and consistent responses.
- Train new hires and develop ongoing training materials to maintain high performance standards.
- Partner closely with warehouse, operations, and marketing teams to resolve escalations and improve the customer journey.
- Manage returns, exchanges, and claims with a balance of customer satisfaction and company policy.
- Monitor performance metrics and KPIs to ensure service goals are consistently met.
- Review customer feedback to identify trends, reduce repeat issues, and improve internal processes.
- Collaborate with leadership to refine service policies and maintain brand voice across all customer touchpoints.
- Stay updated on best practices, tools, and technology that enhance customer service operations.
Qualifications
- 57+ years of experience in customer service or customer support management (e-commerce or retail preferred).
- Strong working knowledge of Shopify, Gorgias, and social media platforms.
- Demonstrated experience leading and developing high-performing teams.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Highly organized with strong attention to detail and ability to juggle multiple priorities.
- Customer-first mindset with a passion for elevating the customer experience.
- Ability to work on-site in Sioux Falls, SD, with hybrid flexibility based on performance.
Perks & Benefits
- Competitive salary + performance-based bonus
- Employee product discounts
- Collaborative, supportive company culture
- Opportunity to play a key role in shaping the customer experience as Wild Oak continues to grow