Customer Service Manager

Customer Service Manager

WOOLX & HANK’S BELTS | ENDICOTT, NY

Pay: $35.00 per hour  •  Work location: In person

About the Opportunity

Woolx and Hank’s Belts are two growing, customer-focused brands committed to exceptional products and outstanding service. We take pride in building lasting relationships with our customers, and we believe a great customer experience starts with a strong, motivated team.

We are seeking a confident, results-driven Customer Service Manager to lead customer service operations across both brands. This is a hands-on leadership position for someone who thrives in a fast-paced environment, takes ownership of challenges, and knows how to bring out the best in their team.

We are looking for a leader who can develop people, improve processes, solve problems, and help take our customer service department to the next level.

Key Responsibilities

Team Leadership & Development

• Lead, motivate, and manage the customer service team to deliver exceptional support across all communication channels.

• Create a positive, productive, and accountable team environment.

• Oversee hiring, onboarding, training, scheduling, and staffing.

• Provide ongoing coaching, feedback, and performance evaluations.

• Set clear expectations and measurable performance goals.

Customer Experience & Service Excellence

• Champion five-star service across Woolx and Hank’s Belts.

• Ensure inquiries are handled accurately, professionally, and promptly.

• Resolve escalated customer concerns with sound judgment and a solutions-focused approach.

• Improve customer satisfaction, loyalty, and long-term relationships.

• Oversee Amazon customer communications in accordance with Amazon policies and service standards.

Operations & Performance Management

• Manage daily workflows, priorities, and departmental responsibilities.

• Monitor response times, customer satisfaction, productivity, and service quality.

• Analyze feedback and performance trends to identify opportunities for improvement.

• Implement processes that improve efficiency, accuracy, and customer experience.

• Oversee employee timekeeping, payroll hours, and scheduling accuracy.

• Maintain a clean, organized, professional work environment.

• Provide leadership with performance updates, insights, and actionable recommendations.

What We’re Looking For:

Qualifications & Experience

• At least 3 years of management or leadership experience required, preferably in customer service, retail, e-commerce, or a related field.

• Proven ability to lead, coach, motivate, and hold a team accountable.

• Excellent written and verbal communication skills.

• Strong organizational, time-management, multitasking, and problem-solving abilities.

• Ability to prioritize competing responsibilities in a fast-paced environment.

• Experience tracking team performance and implementing process improvements.

• Comfort learning new systems, technology, and procedures quickly.

• A dependable, professional attitude and a passion for outstanding service.

The Ideal Candidate

• Leads by example and earns the respect of their team.

• Takes initiative and follows through without constant direction.

• Holds themselves and others to high standards.

• Addresses performance concerns directly and constructively.

• Balances customer, employee, and business needs.

• Brings solutions, not just problems.

Why Join Woolx & Hank’s Belts?

You’ll help shape the customer experience, develop our team, and strengthen the processes that support our continued growth.

What We Offer

• A meaningful leadership role with a direct impact on team culture and customer satisfaction.

• The opportunity to work with two established, growing brands.

• A collaborative environment that values initiative, accountability, and teamwork.

• Opportunities for professional growth and development.

• 401(k) matching, employee discounts, and paid time off.

Ready to Lead?

If you’re a motivated, organized, and results-oriented leader who enjoys developing people, solving problems, and delivering exceptional customer experiences, we’d love to hear from you. Join Woolx and Hank’s Belts and help us build a customer service team that sets the standard for excellence.