Customer Service Manager

Meet REVOLVE:

REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 45,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century. For more information please visit 

At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It's our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.

Main purpose of the Customer Service Manager role:

The Customer Service Manager is responsible for the customer-facing teams of Customer Service Representatives. The team includes representatives serving International markets, who handle customer service for both REVOLVE and FWRD brands.

Position responsibilities and daily tasks:

· Monitor performance of customer service teams to KPI's across phone, email, and live chat communication channels

· Root cause customer feedback and identify improvements to address root cause

· Promote teamwork, motivate and maintain morale of staff

· Keep up to date on changes in the business and adapt procedures and policies as necessary

· Identify opportunities for improvement and efficiencies and manage implementation of those changes

· Develop incentive plans

· Enforce policies and procedures in the department, including handling disciplinary action as necessary

· Resolve escalated issues, including customer billing issues

· Lead ongoing coaching and feedback process for customer service agents and leads, including taking corrective action when necessary

· Coordinate hiring process with HR and conduct interviews with perspective candidates

· Report technical issues

· Review and approve time cards

· Oversee annual review process for the teams under supervision

· Prepare departmental reports for management team

What does a candidate need to demonstrate to perform this job successfully:

· Committed to providing superior customer service

· Excellent written and verbal English Fluency (assessments are sent for both)

· Ability to work well in a collaborative environment

· Ability to make sound decisions with a strong sense of urgency

· Strong people management skills

· Ability to lead by example

· Manage and prioritize multiple responsibilities

· Skilled problem solver

Minimum candidate qualifications (years of experience, education level, technical skills, software, etc):

· Retail E-commerce experience

· 3-4 years of proven leadership and management experience of a customer service team

· Proficient in using call center technology

· Experience developing and analyzing call center reporting

· Bachelor's Degree in related field of study

Preferred qualifications (years of experience, education level, technical skills, software, etc):

· E-commerce apparel experience

· Knowledge of premium and luxury fashion brands

· Experience with Microsoft Office, including Excel

Direct Reports:

· CS Customer Facing Team Leads