Customer Service Manager

🌊 Customer Service Manager📍 New York, NY (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)🚀 Quick TakeFair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!🌎 About UsAt Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.🎯 What You’ll DoLead Operations: Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs. Own Salesforce Rollout: Drive setup, customization, integration, and training for Service Cloud. Supercharge Workflows: Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency. Run Special Projects: Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs. Coach the Team: Train and inspire CX agents, ensuring empathy, accuracy, and efficiency. 📊 What Success Looks Like🚀 100% Salesforce adoption within 90 days 🤖 65%+ Tier 1 tickets resolved by AI workflows ⭐ CSAT maintained at 4.7/5+ 💎 20%+ increase in VIP repeat purchase rate ✅ What We’re Looking For5+ years in customer service (2+ in management) Experience rolling out and optimizing CRM/service platforms (Salesforce preferred) Strong knowledge of service workflows (ticket routing, macros, automation, returns) Hands-on AI/chatbot experience Familiarity with B2B/custom orders (embroidery, monogramming, gifting) Excellent project management, analytical, and communication skills 🌟 Why You’ll Love It HereJoin a mission-driven brand making a real impact 🌍 Lead tech-driven CX transformation ✨ Collaborative, growth-focused environment 📈 Hybrid flexibility & competitive compensation 💼 ($75,000-$80,000 annually) 👉 Ready to help shape the future of customer experience at Fair Harbor?Apply today!