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Customer Service Manager na Fair Harbor

Fair Harbor · New York, Estados Unidos Da América · Hybrid

$75,000.00  -  $80,000.00

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🌊 Customer Service Manager

📍 New York, NY (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)

🚀 Quick Take

Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!

🌎 About Us

At Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

🎯 What You’ll Do

  • Lead Operations: Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.

  • Own Salesforce Rollout: Drive setup, customization, integration, and training for Service Cloud.

  • Supercharge Workflows: Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.

  • Run Special Projects: Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.

  • Coach the Team: Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.

📊 What Success Looks Like

  • 🚀 100% Salesforce adoption within 90 days

  • 🤖 65%+ Tier 1 tickets resolved by AI workflows

  • ⭐ CSAT maintained at 4.7/5+

  • 💎 20%+ increase in VIP repeat purchase rate

✅ What We’re Looking For

  • 5+ years in customer service (2+ in management)

  • Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)

  • Strong knowledge of service workflows (ticket routing, macros, automation, returns)

  • Hands-on AI/chatbot experience

  • Familiarity with B2B/custom orders (embroidery, monogramming, gifting)

  • Excellent project management, analytical, and communication skills

🌟 Why You’ll Love It Here

  • Join a mission-driven brand making a real impact 🌍

  • Lead tech-driven CX transformation ✨

  • Collaborative, growth-focused environment 📈

  • Hybrid flexibility & competitive compensation 💼

👉 Ready to help shape the future of customer experience at Fair Harbor?
Apply today!

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