Hybrid Customer Success Manager bei Baden Sports Inc.

Description

About Us:

We at Baden Sports believe that in Play, we find that rare convergence of body, mind and spirit. Play connects us to our family, our communities and our friends and in it, we find purpose and learn the meaning of sacrifice, teamwork and perseverance. We believe play is sacred and vital. 

It is our Mission to create products and experiences that honor the importance of sports within individuals and communities; inspiring play in all that we do.

Our team thrives on this mission and pursues it through passion, creativity, and innovation.

We are a family owned and operated company located in Kent, Washington with an over 40-year history of building world-class sporting goods. Come join us as we continue to build the team of the future.

About the Role:

Baden is looking for a proactive Customer Success Manager to lead and develop our customer service team. In this role, you’ll help shape our customer experience strategy, refine internal processes, and ensure our service reflects the values and energy of our brand.

What You’ll Do:

• Lead and manage a team of customer service reps across multiple channels (phone, email, chat).
• Hire, train, coach, and support the team to meet and exceed performance targets.
• Monitor and report on key service metrics like response times, resolution rates, etc.
• Handle escalated customer issues and complaints with professionalism and care.
• Collaborate across departments (e.g., sales, accounting, operations, product) to ensure smooth customer operations.
• Implement process improvements and optimize tools and workflows (Business Central, Custom tracking tool, CRM, etc.).
• Represent the voice of the customer in internal meetings and product feedback.

What We Offer:

• Competitive salary
• Company Success Share program
• 401(k) retirement plan, with company match
• Full benefits package including medical, dental, and vision insurance, FSA, company paid life      insurance
• Hybrid work flexibility
• Employee discounts on gear and apparel
• Supportive, team-driven work environment
• Opportunities for growth within a passionate and growing company

Requirements

What You Bring:

• 3–5+ years of experience in customer service, with 2+ years in a management role.
• Experience in consumer goods, or e-commerce preferred.
• Strong leadership and coaching abilities.
• Familiarity with CRM/helpdesk systems and reporting tools.
• Excellent written and verbal communication skills.
• Passion for sports, outdoor activities, or the sporting goods industry is a big plus.

Bonus Skills:

• Experience supporting B2B and B2C customers.
• Knowledge of Shopify, Microsoft Business Central and Office 365.

Ready to join our team?  Apply today and help us shape the next chapter of customer experience at Baden Sports!