Customer Service Manager

Remote

Full Time

Mid Level

About Us

KITSCH is proud to be recognized as a self-financed, female-owned global accessory brand built on positivity and pure hard work. Established in 2010, with a business plan no longer than a paragraph, Kitsch has grown from door-to-door sales to selling products in over 27 countries across 20,000 retail locations worldwide.

KITSCH is committed to creating high-quality products that are effortless, elevated, and easy to use. From fashionable shower caps to our viral towel scrunchies, we aim to evolve your everyday essentials.

We believe that everyone should feel confident when purchasing our products, no matter your hair type, style, or budget.

About the Role

KITSCH is looking for a Customer Service Manager to lead, inspire, and scale our customer support team while delivering an exceptional customer experience. This role requires an adaptable leader with proven proficiency in managing multiple customer service systems and tech environments. You’ll be responsible for process optimization and systems management. Our mission is to ensure every customer interaction reflects our brand values and keeps customers coming back.

What will be your responsibilities?

Lead, coach, and develop a specialized customer service team
Set clear performance expectations and conduct regular reviews
Oversee daily customer support operations across channels (email, chat, social)
Monitor and track reviews and complaints, and report tothe relevant departments
Identify trends in customer feedback and escalate insights to internal teams
Create, refine, and document customer service processes and policies
Handle escalated customer issues with empathy and professionalism
Partner with Marketing, Product, and Operations to improve the end-to-end customer journey
Hire, onboard, and train new team members as the team grows
Ensure consistency in tone, brand voice, and service quality
Continuously grow your responsibilities and proficiencies, and train your team to take on more specialized and broader tasks

What are we looking for in you?

5+ years of customer service experience with 3+ years in a leadership role
Experience with customer support platforms (e.g., Zendesk, Gorgias, Gladly, Kustomer)
Experience with Social Media Community Management (e.g, Sprout, Emplifi, Hootsuite)
Experience troubleshooting technical issues that affect daily CS operations, adept at creating quick fixes and workarounds
Experience with A.I. tools, A.I. agents, and troubleshooting A.I. platforms
Ability to leverage AI tools and provide training to enhance the team’s troubleshooting capabilities and operational workflows
Experience managing reviews and impactful feedback from business partners and social media
Experience managing an internal knowledgebase
High proficiency in English (C1-C2).

About you:

Strong team management and coaching skills.
Excellent written and verbal communication skills.
Passion for creating positive customer experiences.
Ability to stay calm and solution-focused in a quick-moving and high-volume environment.

Nice to Have

Experience with online marketplace operations (e.g., TikTok Shop, Meta Shop, Amazon)
Experience with shipment tracking software (ShipStation, Wonderment, ShipHero) to ensure smooth operations and issue monitoring
Demonstrated experience transitioning between various software systems and tech environments

About the Offer

Type of Contract: Full-Time
Modality: Remote
A dynamic team
An open mind for new ideas
Growth… growth and some more growth!

Do you want to be part of our team? We look forward to your application!

*KITSCH LLC is an equal opportunity employer. We are committed to working in an environment that supports, inspires, and respects all individuals and recruits on merit-based processes regardless of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

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Customer Service Manager

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