Customer Service Manager

About the Role:

We're seeking a confident, driven, and service-obsessed Customer Service Manager to lead our Call Center into its next chapter — transforming it into what we envision as our Customer Celebration Center.

Today, the Call Center handles phone orders and inquiries for all of our locations, fielding thousands of customer interactions a week. It exists to take pressure off of our retail bakeries and allow front-line teams to focus fully on guests. Now, we're looking for a leader who can build on that foundation and create something even more meaningful — a culture of white glove service, internal partnership, and next-level guest care.

This role is about more than managing calls. It's about instilling pride, pushing for excellence, and ensuring that both our customers and our retail teams feel taken care of. You'll manage a team of 6+ customer service agents, coach them to grow, and lead the transformation of our call center culture to be less transactional and more celebratory.

Key Responsibilities:

Team Leadership & Coaching

• Manage and develop a team of 6+ customer service agents responsible for handling customer orders, inquiries, and support for all locations
• Set clear expectations for tone, professionalism, accuracy, and responsiveness
• Provide regular coaching and constructive feedback to help each team member improve
• Inspire agents to see themselves not just as call takers, but as customer experience specialists

Customer Experience & Complaints

• Respond directly and professionally to escalated customer concerns and complaints, with a mindset of resolution and brand care
• Ensure every guest interaction — via phone, email, or online — meets a high standard of warmth, clarity, and follow-through
• Identify service breakdowns and implement corrective measures to prevent recurrence

Internal Partnership with Stores

• Strengthen the relationship between the Call Center and our retail stores — reframing it as a Customer Celebration Center that empowers and inspires retail store teams
• Ensure stores view the team as a valuable resource: responsive, efficient, and ready to help them deliver outstanding in-person service

Field Presence & Store Engagement

• Visit retail locations regularly to observe front of house staff interactions with customers, coach teams on customer service, and build strong relationships with staff
• Use in-person insights to better understand how the call center can support and enhance the in-store guest experience
• Provide on-the-spot coaching, encouragement, and real-time feedback to store teams as needed
• Act as a bridge between the call center and retail operations, ensuring alignment, collaboration, and shared service values

Social Media & Public Response

• Monitor social media platforms daily (Facebook, Instagram, etc.) for customer messages, reviews, and complaints
• Respond promptly and professionally across channels, escalating when needed
• Maintain consistency and positivity in all external communication

Operations, Reporting & Process Improvement

• Establish or refine systems for tracking calls, orders, complaints, and response times
• Review data regularly to improve team productivity and identify customer trends
• Propose and implement tools, workflows, and training that move the center toward celebration-level service standards

What We're Looking For:

• 3–5+ years of experience in customer service management — ideally in retail, foodservice, hospitality, or call center environments
• A confident and capable leader who can transform culture, not just manage tasks
• Proven ability to hold a team to high standards, coach through change, and lead with vision
• Exceptional communication skills (verbal and written) and sound judgment under pressure
• Experience responding to customers on social platforms and online review channels
• Highly organized and comfortable juggling multiple priorities in a dynamic environment
• Someone who thrives on feedback, makes decisions, and doesn't wait to be told what to do

Why This Role Matters:

We created the Call Center to better service our customers and support our stores. Now, we want to elevate it into something special — a center that celebrates our customers, empowers our teams, and ensures every interaction is an extension of our values.

This is your opportunity to take ownership of that transformation. To lead a team, reshape a culture, and leave a mark on how we show up for people — inside and outside the company.

If you're passionate about great service, team leadership, and turning vision into action, we'd love to talk.

Pay: $55, $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person