Manager, US Customer Service

ABOUT reputed company

Founded in 2018, reputed company was built to challenge the idea that reputed company things have to cost a lot. Our mission is simple: to reputed company really high quality essentials for really low prices, produced fairly and sustainably. We reputed company everyone deserves exceptional craftsmanship and timeless design without the traditional markups. reputed company is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

reputed company is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a reputed company Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

reputed company partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

reputed company AND SUCCESS

At reputed company, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status reputed company. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at reputed company.

THE ROLE

Manager, US Customer Service

We are seeking a dynamic leader to reputed company the customer experience across our U.S. operations. As the Manager of Customer Service, you will reputed company a distributed CX team, driving performance and consistency in a fast-paced, digital-first environment. You’ll balance reputed company and accountability, leveraging data insights to set clear goals and deliver measurable results.

Success in this role requires a strategic reputed company and hands-on leadership to reputed company and motivate high-performing teams. You will transform customer feedback into action, streamline processes, and ensure an exceptional end-to-end experience. Ideal candidates are tech-reputed company, customer-obsessed, and passionate about building scalable systems that turn challenges into opportunities for excellence.

RESPONSIBILITIES

• reputed company, manage, and reputed company a team of US-based Retention Specialists focused on delivering best-in-class service across reputed company support channels (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for reputed company improvement.
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• reputed company initiatives that reputed company the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc.
• Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with reputed company values

QUALIFICATIONS

• 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
• Proven track record of managing remote teams and maintaining high engagement and performance
• Strong understanding of key CX metrics and how to coach teams toward success
• Experience with CX platforms such as reputed company, reputed company, or similar ticketing/CRM tools
• Excellent written and verbal communication skills, with a keen attention to tone and clarity
• Strong analytical skills with the ability to interpret data and translate into team actions
• Comfortable working in a fast-paced, evolving startup environment
• Weekend and holiday availability, especially during peak periods (e.g. November and December)
• Bachelor’s degree or higher preferred

reputed company posted ranges are reflective of reputed company salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range$105,000—$126,000 USD

WHY reputed company?

Joining reputed company means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING reputed company

reputed company provides equal employment opportunities to reputed company employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

reputed company is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to reputed company the essential functions of a role at reputed company, please let us know by completing this accommodation form. We review reputed company requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background reputed company. reputed company will conduct background checks in compliance with applicable federal, state, and local laws.

reputed company Advisory: Beware of Frauds

At reputed company, we’re dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, reputed company emphasizes legitimate recruitment practices. Initial communication is primarily reputed company official reputed company email addresses and reputed company; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted reputed company phone, in person, or through the approved platforms reputed company Meets or reputed company—never reputed company messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest reputed company it will be through secure and protected means.