Customer Service Manager

Job Title: Customer Service Manager

Location: Northwest Oklahoma City, OK

Industry: E-Commerce

Pay: $65,000 - $75,000 annually

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is partnering with our client, a growing consumer products company, to hire a Customer Service Manager. This leadership position will oversee customer support operations, develop service team members, improve processes, and ensure a positive customer experience across multiple customer touchpoints.

Job Description:

The Customer Service Manager will lead daily customer support activities while driving service excellence and operational improvements. This individual will oversee team performance, manage escalated customer concerns, implement best practices, and collaborate with internal departments to enhance the overall customer journey.

Key Responsibilities:

• Lead, mentor, and develop a customer service team, providing ongoing coaching, training, and performance support.
• Establish and maintain high standards for customer interactions, response quality, and issue resolution.
• Oversee customer support operations across multiple channels, ensuring timely and professional service.
• Serve as the primary point of contact for complex customer concerns and escalated situations.
• Develop and maintain customer service resources, including templates, procedures, and knowledge-sharing materials.
• Conduct quality reviews and provide constructive feedback to drive continuous improvement.
• Partner with operations and fulfillment teams to resolve order-related issues and communicate updates to customers.
• Monitor service performance metrics and identify opportunities to improve efficiency, responsiveness, and customer satisfaction.
• Create proactive communication strategies to address delays, service interruptions, and customer concerns.
• Share customer feedback and trends with leadership to support improvements in products, processes, and overall service delivery.

Qualifications:

• 5+ years of customer service, customer support, or customer experience experience.
• Previous leadership experience supervising, coaching, or mentoring team members.
• Strong conflict resolution and problem-solving skills with the ability to handle challenging customer interactions professionally.
• Experience utilizing customer support software, ticketing systems, CRM platforms, or similar technology.
• Exceptional written and verbal communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Analytical mindset with experience tracking and interpreting customer service metrics.
• Reliable, adaptable, and able to make sound decisions under pressure.

Additional Details:

• Hands-on leadership role with direct impact on customer satisfaction and team success.
• Opportunity to collaborate cross-functionally with operations, fulfillment, and leadership teams.
• Experience supporting e-commerce, online retail, subscription services, or consumer products environments is highly preferred.
• Familiarity with marketplace platforms, order management systems, or shipping and fulfillment processes is a plus.

Perks:

• Comprehensive benefits package
• Leadership and professional development opportunities
• Collaborative and growth-oriented work environment
• Opportunity to influence customer experience strategy and operational improvements

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.