Customer Service Manager

👋 About Us

At THE/STUDIO, our vision is to empower individuals, regardless of their expertise, to unleash their creativity and bring their unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products that not only exceed expectations but also provide a seamless and awe-inspiring experience via our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their true passions, driving them towards remarkable success and fulfillment. Together, we turn dreams into tangible realities and shape a world where creativity knows no bounds.

Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a fully remote working platform so that we can attract the world’s best talent.

All roles at THE/STUDIO are 100% remote from anywhere in the world, as long as you have all your tools and a fast, stable internet connection!

We know that some applicants will not meet all the requirements, so we encourage you to apply anyway so we can determine if something else might be a good fit!

💻 The Role

As a Customer Service Manager, you will play a key role in leading our customer service team, ensuring efficient, high-quality service delivery, and helping us maintain our reputation for outstanding client relationships. You will oversee the team responsible for answering inquiries, resolving issues, and supporting our clients throughout their journey with us. You will be a critical liaison between the customer service department and other teams, working to continuously improve processes and enhance the overall client experience.

Responsibilities:

• Lead, mentor, and manage the day-to-day operations of the Customer Service team.

• Train and develop team members to ensure they have the tools and knowledge to perform at their best.

• Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.

• Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.

• Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.

• Develop and implement best practices for customer service processes and workflows.

• Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.

• Drive initiatives to enhance customer loyalty, satisfaction, and retention.

• Create and maintain detailed customer service documentation, FAQs, and knowledge base content.

• Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.

Qualifications:

• 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.

• Strong experience managing a team and fostering a collaborative, customer-centric culture.

• Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.

• Experience working with startups, e-commerce, fashion, or apparel/product manufacturing preferred.

• Strong problem-solving and conflict resolution skills.

• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

• Familiarity with customer service platforms and CRM tools.

• A passion for delivering exceptional service and building lasting client relationships.

• Prior experience in a creative or design-driven environment is a plus.

• Strong organizational skills and attention to detail.

• Willingness to work US business hours.

• Required language(s): English
  

💡THE/STUDIO’s Company Values

• Intellectually curious - possesses a natural disposition and comfort to ask questions, challenge the status quo, and a desire to ‘get to the bottom of things’ if they see something not quite right

• Self-motivated with a meaningful reason to deliver excellence

• Good communication skills that enhance collaboration, minimize misunderstandings, and at a frequency that is appropriate for a remote team

• Radical candor - Coachable, accepting of constructive negative feedback and willing to provide constructive negative feedback where applicable

• Operates with a level of urgency - values immediate action where prudent, enables quick decision-making, swift problem-solving, and seizing opportunities in a dynamic business environment

• Natural customer centricity - has an affinity to always start their train of thought or analysis with the customer’s perspective, bias towards talking to the customer to understand them

• Results-driven - focuses on achieving and exceeding measurable objectives

🔎 Our Typical Hiring Process

1. Submit an application. IMPORTANT: Please submit your resume/CV in English

2. Initial Chat with Founder/CEO

3. Hiring Manager Interview

4. Assessment/Case Study

5. Final Interview

6. Reference Check

Note that every role is different, so the process may vary depending on the requirements of the role. Regardless of the result, we always inform candidates via email.

At THE/STUDIO, we know that our Company's strength lies in the diversity of our team. THE/STUDIO is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal opportunities for all applicants and individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation.