Customer Care Manager

WHO WE ARE:                                                         
Oiselle is a by women, for women running apparel company based in Seattle. Our product line is available on Oiselle.com, at our Flagship Store location in Seattle, and through more than 150 retailers across the country, including Fleet Feet stores and Title Nine. Oiselle is an ambitious, fun, and creative team with a deep commitment to our mission: to design great products, build the sisterhood, and improve the sport. If you too share the believe that sport and community is transformative, we’ll get along great!
WHO WE WANT:
We are looking for someone to lead Customer Care at Oiselle who is excited about joining a fast-moving, growing business. In this role, you will serve as our Customer Care manager, report to our Senior eCommerce Manager, and oversee a Customer Care Lead and at times hourly staff. The Customer Care Manager plays a crucial role in our customers’ experience with the Oiselle brand and product and is expected to create a 5-star service environment at all times. This position involves building scalable systems and processes, hands-on Customer Care, developing a high-performing Customer Care team, and a tremendous amount of cross-functional collaboration and communication. Note that Oiselle has a hybrid work model, and this role is required in-office on Tuesdays and Thursdays at a minimum; some weeks will require additional office time.
IN THIS ROLE, YOU WILL:
Manage Customer Concerns:

• Handle customer inquiries, including escalated concerns, with a focus on resolution and customer satisfaction.
• Provide guidance and coaching to Customer Care associates dealing with challenging situations.

Collaborate Cross-Functionally:

• Be an eCommerce and wholesale expert and understand softwares and operational processes end-to-end.
• Own customer service software (Zendesk, Loop, Etc.) optimization, efficiency, and excellence.
• Be up to date on all things product and promotions and make this information available and actionable for a team.
• Find systematic, scalable ways to use customer service data to inform product, marketing, and operations.

Lead a Team:

• Act as a resource for the Customer Care team, anticipating and addressing inquiries and providing ongoing proactive support.
• Offer constructive feedback to associates to enhance their performance and professional development.
• Develop and implement comprehensive training programs and resources for Customer Care associates.
• Facilitate onboarding sessions to ensure a clear understanding of company values, policies, and customer service expectations.

Schedule Customer Care Staffing:

• Forecast volume and Customer Care needs (hours), and anticipate upcoming needs to maintain service levels.
• Create and manage schedules for Customer Care team members to ensure optimal coverage during peak times.
• Track hours and staffing budget to minimize cost and maximize impact.

Develop/Update Standard Operating Procedures (SOPs):

• Establish and maintain clear and effective SOPs for the Customer Care team.
• Identify and solve challenges before they arise through optimization and continuous improvement of tools and processes.
• Be flexible and find solutions for evolving business needs and new platforms.
• Create documentation and resources for team use, and keep up-to-date monthly at a minimum.

Be Data Driven, Track and Analyze KPI’s and Trends:

• Be Oiselle’s eyes and ears and alert the team to challenges or trends before they escalate.
• Create weekly reports on the voice of the customer, highlighting customer service data and analytics, KPI’s and highlights.
• Make the data actionable (so now what?) with updated plans, processes, and procedures.
• Compile and analyze monthly returns and exchange data.
• Present findings, complete with implications and strategic recommendations, monthly.                                                               

KEY ATTRIBUTES, SKILLS AND EXPERIENCE:
           

• Proven experience in customer service management, preferably in the retail or apparel industry.
• An empowering and empathetic leadership style, with hands-on experience mentoring and developing a team.
• Excellent written and verbal communication, even while under stress.
• A continuous improvement mindset, and a highly agile work style.
• Strong analytical and problem-solving abilities.
• Familiarity with ZenDesk or other customer service platforms.
• Highly accountable, and impact and results-driven.
• An enthusiasm for running and knowledge of the Oiselle brand and product is a plus.

If you are passionate about women's running apparel and dedicated to delivering exceptional customer experiences, we invite you to apply for the Customer Care Manager position at Oiselle. Join us in inspiring women to embrace an active lifestyle with confidence and style! Please note that this role requires a minimum of Tuesday and Thursday in-office at our Green Lake location, no exceptions.

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