Customer Service Manager

Role Overview

TAO Clean is hiring a Customer Service Manager to lead and scale a high-performing customer service (CS) team. You’ll build systems, training, and structure to take an already strong operation to world-class service, while leveraging automation to focus on people, judgment, and continuous improvement.

Responsibilities

• Lead and coach a growing CS team across chat, email, phone, social, returns, and reviews.
• Create structured onboarding, training, and certification programs.
• Set individual KPIs, run regular performance reviews, and define clear growth paths.
• Strengthen a resilient, candid team culture with focus on calm, detail-oriented execution under pressure.
• Maintain an issue log and conduct continuous, transparent evaluations; address underperformance directly.
• Document and implement workflows, SOPs, and escalation paths (systems-first approach).
• Own coverage planning and peak-season forecasting/staffing.
• Optimize CS automation using Siena (AI agent) and Gorgias (helpdesk), while maintaining quality and consistent tagging.
• Turn customer-service data into insights; present results and roadmaps to executive leadership.
• Ensure nothing falls through the cracks across disputes, chargebacks, reviews, and social.

Requirements

• 8+ years in customer service / CX, including 3+ years managing a support/CX team (ideally 8+ people).
• Proven track record of developing people and raising performance.
• Systems-first mindset: built training programs, SOPs, QA scorecards, and/or KPI frameworks.
• E-commerce or DTC support experience, including returns, disputes, and peak-demand handling.

Nice-to-haves

• Experience maintaining service quality while using AI/helpdesk automation.
• Strong ability to manage high-volume, high-emotion customer interactions.