Customer Service Manager

Honey Birdette

. Create and publish monthly team rosters ensuring full regional coverage .

Posted 10/14/2026full-timeRemote • California • United StatesSeniorLead💰 $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and omni-channel management, effectively managing multiple communication channels while achieving KPIs in a fast-paced environment. Proficient in handling escalated issues, conducting coaching sessions, and delivering performance reports.

Highest-signal resume keywords

Customer Service ManagementOmni-Channel ManagementKPI AchievementEscalation HandlingCoaching and Development

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Order ProcessingFraud ChecksSystem Error CorrectionsPerformance ReportingE-Commerce AnalysisTimesheet ApprovalTraining Opportunity IdentificationMulti-System UtilizationMobile Device ProficiencyComputer Literacy

Soft Skills

Calm Under PressureAutonomous WorkTeam CollaborationDe-Escalation SkillsEffective Communication

Tools & Technologies

Live Chat SystemsSocial Media PlatformsEmail Support ToolsCustomer Relationship Management Software

Industry Keywords

Customer Experience24/7 Support CoverageFlexible SchedulingRegional CoverageActionable Development Plans

About the role

Key responsibilities & impact

Create and publish monthly team rosters ensuring full regional coverage
Approve team timesheets and monitor adherence to scheduled hours
Conduct regular one-on-one coaching sessions with actionable development plans
Handle escalated tickets and identify training opportunities
Deliver weekly regional performance reports and ad hoc e-commerce analysis
Lead daily briefings on objectives, updates, and customer priorities
Champion the customer perspective in decisions and service delivery
Proactively resolve customer issues and ensure follow-through on commitments
Manage live chats, calls, social media, and email inquiries to maintain 24/7 support coverage
Coordinate Click & Collect, unfulfilled orders, VIP invoicing, and gift card issues
Oversee manual order processing, fraud checks, and system error corrections
File courier claims and manage replacements
Liaise with warehouse and opening office teams
Participate in ongoing training, monitor internal channels, suggest improvements, and perform additional duties as assigned

Requirements

What you’ll need

Previous experience in customer service and omni-channel management
Proven ability to manage multiple communication channels in a timely and responsive manner
Experience working in a fast-paced environment and achieving set KPIs
Experience working across multiple systems simultaneously
Ability to understand and utilize company policies and processes
Ability to de-escalate situations and turn potential negative experiences into positive ones
Ability to work calmly under pressure and meet deadlines
Ability to work autonomously and within a team environment
Availability for a flexible schedule, including closing shifts, weekends, and holidays
Must have unrestricted access to work in the U.S.
Must be at least eighteen (18) years of age
Able to lift and carry up to 25 lbs.; perform frequent standing, walking, repetitive finger, hand and wrist motions, bending, stooping, reaching, squatting, kneeling, pushing, pulling, climbing ladders, and work with cleaning chemicals
Able to stand and walk for up to 8 hours per shift
Ability to use mobile devices and computers
Ability to read instructions, reports, and computer/register screens and key information into the computer daily

Benefits

Comp & perks

Competitive wages
Generous retail sales incentive programs
Career progression and training opportunities
Employee assistance program for mental health and counseling services
401k with company matching discount
Generous product discount