Customer Service Manager

Honey Birdette

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

Posted 11/4/2026full-timeRemote • 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. Proficient in handling escalated issues, conducting coaching sessions, and delivering performance reports.

Highest-signal resume keywords

Customer Service ExperienceOmni-Channel ManagementKPI AchievementCommunication SkillsProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ProcessingFraud ChecksSystem Error CorrectionsPerformance ReportingCoaching and Development Plans

Soft Skills

Calm Under PressurePositive CommunicationTeam CollaborationAutonomous Work

Tools & Technologies

Mobile DevicesComputersSocial Media ManagementLive Chat Support

Industry Keywords

Customer ExperienceEscalated TicketsFlexible Schedule24/7 Support CoverageCompany Policies

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 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 service decisions
Resolve customer issues and ensure follow-through on commitments
Manage live chats, calls, social media, and email inquiries for 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, manage replacements, and enforce company policies
Liaise with warehouse and opening office teams
Participate in ongoing training, monitor internal channels, and suggest improvements
Perform additional assigned duties

Requirements

What you’ll need

Previous experience in customer service and omni-channel management is required
Proven ability to manage multiple channels of communication in a timely and responsive manner
Proven experience in a fast-paced working environment with ability to achieve set KPIs
Customer experience-driven, communications expert with positive outcomes at front of mind
Experience working across multiple systems at one time
Ability to understand and utilise company policies and processes
Ability to deescalate situations and turn a potential negative experience into a positive one
Calm under pressure with proven ability to work within deadlines
Ability to work autonomously and within a team environment
Available to work a flexible schedule, including closing shifts, weekends, and holiday shifts
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.
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 enter information into a computer daily

Benefits

Comp & perks

Competitive wages
Generous retail sales incentive programs
Encouraging & empowering environment with career progression and training opportunities
Employee assistance program for mental health and counseling services
401k, including a matching discount from the company
Generous product discount