Customer Service Manager

Job Description

We are CheechandChong.com, fast-growing e-commerce and CPG company. Our customer base is expanding rapidly, and we’re restructuring our Customer Service team to keep up with demand. We’re looking for a Customer Service Manager who can bring a data-driven, process-focused approach to staffing, scheduling, training, and technology optimization—while fostering a fun and engaging culture.

Role Overview

The Customer Service Manager (CSM) will oversee a team of 13+ customer service reps and 3 team leads (and growing). This is a strategic leadership role focused on building, optimizing, and scaling processes, tools, and training programs to elevate customer experience and ensure the team hits key performance benchmarks. Day-to-day CSR management will be handled by team leads, but the CSM will be responsible for driving the systems and strategy behind their success.

Key Responsibilities

Oversee the structure and performance of the Customer Service team (currently 12 reps + 3 leads, expanding).

Design staffing plans, scheduling models, and training programs to ensure high performance and efficiency.

Collect, analyze, and interpret performance data to track KPIs including contact rates, resolution times, and customer satisfaction.

Build and optimize reporting processes for leadership visibility and decision-making.

Lead implementation and optimization of technology tools—Five9 and Zendesk experience required.

Collaborate with leadership to develop long-term customer service strategies.

Develop and maintain scalable processes for growth as the business expands.

Ensure compliance with policies while maintaining a customer-first approach.

Mentor team leads to enhance their ability to manage daily operations effectively.

Requirements

5+ years of experience in customer service leadership, including management of large teams.

Proven success in staffing, scheduling, reporting, and process optimization.

Strong technical aptitude with Zendesk, Five9, and Shopify.

Excellent analytical and reporting skills; ability to turn data into actionable insights.

Detail-oriented, highly organized, and process-driven.

Experience in e-commerce or CPG customer service preferred, but not required.

Exceptional leadership, communication, and training skills.

Ability to thrive in a fast-paced, high-growth environment.

What We Offer

Competitive salary (DOE).

Opportunities for career growth in a rapidly scaling company.

Engaging, fast-paced culture built on creativity and fun.

The chance to help shape the future of the Cheech & Chong brand at the ground level.Company Description

We’re the digital home of Cheech & Chong, building e-commerce and creative projects that reflect the legendary brand’s spirit — rebellious, smart, and funny as hell. We work hard, iterate fast, and aren’t afraid to try something new.

Full-time