Wholesale Customer Service Manager

- Lead a high-impact team - Own the day-to-day operations of the Experience Team, ensuring every retail partner inquiry, issue, and complaint is resolved quickly, professionally, and with genuine care

- Turn insights into action - Monitor and analyze retail partner feedback and satisfaction metrics, spot trends before they become problems, and design strategies that measurably improve the retail partner experience

- Grow your team's talent - Coach and mentor team members, helping them build the skills and confidence to deliver exceptional service and advance their own careers

- Shape how we operate - Design and implement processes that raise the bar for consistency, efficiency, and service quality across the team

- Be a cross functional partner - Work closely with other departments to align Experience Team initiatives with broader business goals, ensuring your work has visibility and impact company wide

- Own the tough calls - Serve as the go to escalation point for complex partner issues, bringing sound judgment and a steady hand to resolve them alongside your team

- Drive with data - Maintain clear, accurate records and report on retail partner interactions, team performance, and satisfaction trends to guide smart decision-making

- Invest in people - Conduct regular performance evaluations and deliver feedback that helps team members grow, stretch, and thrive in their role

- Proven leadership 5+ years in a customer service supervisory role, with a track record of managing and motivating teams to hit their potential

- Standout communication Excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike

- Creative problem-solving Strong analytical instincts and the creativity to turn tricky challenges into smart, lasting solutions

- A results-driven mindset Demonstrated success developing and implementing strategies that move the needle on partner satisfaction

- Technical fluency Hands on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk

- Industry know how Solid grasp of customer service best practices and emerging trends, with an eye toward what's next

- Comfort with pace and change Thrives in a fast-paced, dynamic environment where priorities shift and no two days look the same

- A natural motivator A track record of energizing teams, driving engagement, and getting the best out of the people you lead