This role requires a visionary leader who can innovate, drive, and scale our customer service department to new heights. We are an innovative team that embraces creativity over traditional industry norms. A creative approach to customer service and experience will set you apart and lead to success.
As the customer service manager, you’ll oversee daily operations with your team while serving as a key contributor in large collaborative projects. This role is central to customer-related operations and highly influential. A successful candidate will understand how the department impacts the bigger picture and be able to offer insights that will shape company-wide decisions.
Website:
Start Date: ASAP
Hours: M-F, Full-Time
Pay Rate: $55,000 - $75,000 Annually
Benefits : Vacation/PTO, 100% Medical, Dental & Vision, 401k, bonuses
Job Type: Hybrid, Salt Lake City
Qualifications:
- 3-5 years of experience in customer service operations in e-commerce
- Proven ability to scale a department and manage large teams of 50+ representatives.
- Highly self-motivated and independent worker, capable of managing and executing projects autonomously with minimal guidance or supervision
- Expert-level analytical skills to leverage data and analytics to drive actionable insights and improvements
- Strong knowledge of trust-building strategies, customer feedback mechanisms, and strategies to strengthen loyalty and lifetime value of customers
- Forward-thinking with a knack for utilizing technology, AI, and industry best practices to stay ahead of the competition
- An influential leader who fosters a culture of learning and growth across teams
Your Tasks and Responsibilities:
- Lead the customer service department, acting as the primary communication hub and delivering essential information and solutions to both the team and senior leadership
- Design and implement creative, modern strategies to enhance customer satisfaction, boost retention, and optimize operational efficiency
- Manage customer service platforms and tools, including ticketing systems and CRM software, to optimize workflows and insights.
- Analyze data to identify trends, implement improvements, and measure the impact of strategic initiatives
- Oversee daily operations, ensuring timely and accurate responses across all communication channels (email, chat, phone)
- Monitor and evaluate the effectiveness of strategic plans, collect user feedback, and conduct evaluations to measure impact
The Company
Vitality Extracts is an e-commerce business specializing in essential oils, diffuser jewelry, and other wellness products. We promote natural health and wellness through products designed to help customers relax, rejuvenate, and improve their overall well-being. Our commitment to natural remedies and self-care has made our products popular among those seeking holistic healing.
Our work-personality in a nutshell
We're a group of individuals who value hard work and integrity. Each of us has developed expertise in our roles and we constantly lean on each other for support and learning. Taking ownership of our roles and staying ahead of the curve is a common trait we possess. We are constantly in growth mode, adapting to new tech, obtaining a deeper understanding of our individual roles and leveraging the next new idea. Our continued success lies in working with the facts. It is without a doubt that decisions are based on data and connecting analytics to actions. They're intentional, specific, trackable, and tested. Everyone on this team is a key contributor and has autonomy to strengthen any part of their roles to directly benefit the overall team. We really just focus on the results and get work done! We are not keen on long-winded meetings and do not like to waste time.
The team
All of us have been working together for more than 5 years and some of us for up to 8 years. As a veteran team, we bring a wealth of industry experience and insights to every challenge. We are successful together with a strong bond and commitment to Vitality. Vitality has allowed us to be a better version of ourselves inside and outside of work. As work is expected to be done, rest and self-care is also encouraged. We know that we are only as good or productive as our bodies allow us to be. If you’re burnt out, feeling overwhelmed, or need extra support, anyone on the team is here to help. We have all been there, done that and will continue to do so.
We are a high performing team and this has been possible because of trust, consistency and follow-through. Most of us would agree that our sense of hunger to improve, defeat a challenge or to do something no one has done before is what fuels us. We love to learn and we love the e-commerce game. We take pride in having created a special bond and foundation that has given opportunities, not just in our careers, but in life as well. We have done exceptionally well navigating new challenges in the e-commerce space and intend to continue this journey with the same momentum. If you're seeking a place where people move with purpose, learn from one another, and are always forward-thinking, we'd love to hear from you.
Application requirements
When applying, please include:
- Examples of strategies & experiences you successfully implemented that resulted in higher customer satisfaction & retention
- The size of customer service departments you have managed
- The size of the customer base(s) & brands you worked with
PAY RANGE:
Your base salary is one part of your total compensation package. The salary range represents the entire compensation range for this position. Exact compensation will depend on a number of factors, which may include the successful candidate's skills, level, years of experience, technical expertise, and other qualifications. Not all candidates will be eligible for the upper end of the salary range.