Manager, Customer Service at SNIPES in Bensalem, PA

Job description

• Bensalem, PA
• Hybrid
• We live sneakers, streetwear, and neighborhood culture! All Day! Every Day!
• With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide.
• At SNIPES, everything revolves around youth culture. In stores and online at snipes.com and snipesusa.com, our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community. Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it’s sponsorships or developing grassroots projects – we prioritize giving back to the community in everything we do.
• SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program “SNIPES serves” and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture.
• Overview: Reporting to the Director of Customer Experience, the Manager of Customer Service owns how customers are served across every channel and how well the operation behind that service runs. They are accountable for response, quality, automation performance, and partner performance, and for the standards that keep handling consistent whether a case is resolved by automation, a partner, or the internal team. When a metric moves, this role finds the cause rather than just reporting the number. Grows what automation and partners absorb over time so the internal team spends its hours on the harder work and sets the operating standard the rest of the CX team works toward.

Responsibilities

• Service Delivery and Quality
• Own service levels, backlog, and response performance across all channels
• Set clear handling rules for customer cases of all types
• Turn quality misses into coaching, so we fix the habit, not the ticket
• Bring new channels into the same standard as they come online
• Customer Service Automation
• Own automation performance end to end: resolution rate, escalation quality, and flow accuracy
• Hold automation to current policy on refunds, returns, and case disposition
• Identify case types that should be automated but are not, and build the case to close the gap
• Partner Performance
• Own the day-to-day partner relationship, escalation thresholds, and performance reviews
• Understand what escalates back to us and why, then close those gaps
• Build the documentation and access that lets partners take on more case types over time
• Insight and Reporting
• Explain why a category is spiking with evidence behind it
• Work with IT so the data we need is captured systematically
• Loyalty Experience
• Understand what drives loyalty contacts and unblock the experience, not only answer tickets
• Measure success by fewer contacts, not faster replies
• Recovery and Closing the Loop
• Run detractor recovery off the signal handed over from Voice of Customer
• Measuring reach and resolve, re-survey lift, and cost per recovered customer
• People
• Coach the team of Customer Service Specialists toward owning business problems and work toward resolutions
• Set expectations for domain ownership and follow-through
• Run performance conversations, development plans, and hiring

Requirements

• 3+ years in customer service or CX operations, with 1+ years of leading a CX team
• Exposure to customer-facing AI or automation tools such as DigitalGenius, Ada, Gorgias AI, Intercom Fin, Zendesk AI, or Forethought
• Able to speak to how automation performance is measured: automation rate versus resolution rate, escalation and handover rate, containment, post-chat CSAT split between bot and agent, and performance at the intent level
• Has owned a performance metric and can point to what they did about it
• Experience managing an offshore or BPO partner against QA and SLA targets, and working in a modern helpdesk platform such as Freshdesk, Zendesk, Salesforce Service Cloud, Gorgias, or Kustomer
• Has owned or shaped a helpdesk configuration: routing rules, categorization structure, agent permissions, and the reporting fields the business depends on
• Retail or ecommerce and multi-channel service preferred

Skills

Required

• Customer service operations
• CX operations
• Team leadership
• Performance metric ownership
• Offshore or BPO partner management

Preferred

• Retail or ecommerce experience
• Multi-channel service experience

Benefits

• Generous Employee Discount
• Paid Holidays
• Summer Hours
• Hybrid work schedule
• PTO (Paid Time Off)
• Bonus Plan
• Affordable Health Insurance
• Retirement Contributions