Customer Service Manager

Customer Service Manager About SET Active SET Active brings ease and confidence to everyday movement through thoughtfully designed athleisure that transitions seamlessly from active moments to everything in between. SET creates athleisure for what's next. We exist to set the pace of culture through clothing that fits your life - designed for everyday movement, rooted in community, and made to be seen. Role Overview SET Active is seeking a Customer Service Manager to oversee the daily operations, performance, and strategic evolution of our Customer Service team. This role is responsible for delivering an exceptional, brand-aligned customer experience across all support channels while identifying trends, improving processes, and partnering cross-functionally to resolve customer-impacting issues. The ideal candidate is both customer-obsessed and operationally sharp - someone who can lead a high-performing team while continuously elevating the customer journey. What You'll Do Customer Experience & Support Oversee all inbound customer communication across platforms including Gorgias, Shopify, and related tools. Resolve complex or escalated customer issues with professionalism, empathy, and efficiency. Ensure customers receive accurate, thoughtful support related to orders, returns, exchanges, shipping, product details, and loyalty programs. Manage and resolve payment disputes and fraudulent cancellation claims. Proactively follow up with low CSAT responses to gather insights and improve experience. Uphold brand voice and tone across all customer interactions. Team Leadership & Development Lead, coach, and develop Customer Service Representatives to maintain high engagement and performance. Oversee onboarding and ongoing training related to policies, products, systems, and brand communication standards. Monitor team KPIs and drive accountability for service excellence. Provide clear performance feedback, growth plans, and development opportunities. Create and maintain standardized macros, templates, and documentation to ensure efficiency and consistency. Operations & Process Optimization Identify operational gaps and implement solutions to improve response times and customer satisfaction. Continuously refine workflows, policies, and support processes. Research and implement tools or automation to improve productivity and scalability. Maintain clear and updated SOPs and internal documentation. Cross-Functional Collaboration Serve as the primary liaison between Customer Service and Warehouse, Fulfillment, Product Development, E-Commerce, Marketing, and Operations. Partner with warehouse teams to resolve fulfillment-related issues such as damages, inventory discrepancies, and returns. Provide customer insights to internal teams to inform product improvements and operational decisions. Reporting & Customer Insights Track and analyze customer feedback, complaints, and service trends. Report on customer sentiment, service performance, and operational challenges. Monitor review platforms and escalate recurring concerns. Present actionable insights and recommendations to leadership. Systems & Platform Oversight Maintain working knowledge and oversight of tools including: Shopify, Gorgias, Loop, Reshop, Rise, Stripe, Okendo, TYB, and Warehouse systems. Ensure platforms are used effectively and consistently across the team. Strategic Impact Define and uphold customer experience standards aligned with SET's brand values. Forecast support needs based on growth, launches, and seasonal demand. Lead customer service readiness for product launches and campaigns. Reduce contact drivers through education, improved policy clarity, and operational enhancements. Partner with leadership to build scalable customer service strategies. Qualifications & Experience Bachelor's degree in Business, Communications, or related field preferred. 5+ years in customer service, including 2-3 years managing or leading a team. Proven experience with multi-channel support in e-commerce or retail. Strong leadership skills: coaching, training, performance management, and team development. Skilled in process improvement, SOPs, and operational efficiency. Ability to analyze KPIs, customer feedback, and trends to drive actionable insights. Familiarity with Shopify, Gorgias, Loop, Reshop, Rise, Stripe, Okendo, or similar tools. Excellent communication, problem-solving, and escalation management skills. Experience in fast-paced or growth-oriented consumer brands is a plus.