Customer Service Manager in Lindon, Utah at Manly Bands

About Manly Bands

John and Michelle, co-founders of Manly Bands, started their company after a terrible experience trying to get John's wedding band. Not only could the jewelers not size John's big hands, but the choices they had were plain and boring. John wanted a ring he could get excited about. So they decided to shake up the wedding band industry. They quit their jobs, moved across the country, got married, and started Manly Bands all in 30 days!

John dove into the website and marketing while Michelle gave each ring it's unique personality and took excellent care of their customers. Michelle's mom and dad were helping them ship out the orders and write thank you cards while John's mom was making wood wedding boxes. Since 2016, they've moved to Utah and grown to now have an incredible team always pushing the limits of what can fit in a ring and how it can be captured on film.

Headquarters located in Lindon, Utah.

It's simple, Manly Bands helps every man (woman, and alien) find a genuine badass and unique-to-them wedding band. We believe if you are going to wear one ring for the rest of your life, then you better be guaran 'damn 'teed to love it. Manly Bands was created so that EVERYONE could have a buying experience with reverence, class, and love during the selection process.

We are looking for someone to join our small but mighty team at Manly Bands - man’s solution to boring wedding bands. Experience in Managing a Customer Service Department or other similar experience is a MUST.

The job will entail working with escalated customer issues/complaints over email, chat, and phone, answering questions from the team and other co-workers throughout the day, keeping the team of existing customer service reps informed/trained on changes, updating any and all customer service related work flows and training materials, conducting regular team meetings and one on ones, keeping company in the loop on any customer service trends or changes that impact other departments, and other managerial tasks associated with customer service.

We need someone who isn’t just managing the day to day but can take the lead in reviewing trends, reviewing our reviews across all platforms and suggest improvements to policy and head off problems before they drive down customer experience scores. This role oversees and enhances the entire customer journey, focusing on increasing satisfaction, loyalty, and retention across multiple channels and multiple brands.

This is a full-time position that is required to work from our headquarters located in Lindon, UT. Must be comfortable working on a number of web-based apps and programs. Familiarity with Shopify, a plus! We will provide a company laptop.

Salary is competitive+ awesome benefits (health, dental, vision, 401K, dependent care/FSA, generous FTO/holiday pay).

Requirements: self-starter, organized, self-disciplined, good time management skills, compassionate, yet driven, plays well with others.

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Detail-oriented -- can focus on the details to drive the bigger picture
• Collaborative – works well across departments to understand the impacts of policy on more than just your CSAT score
• Forward Thinking- can dive into the data and look at industry trends and address gaps to help improve the overall experience

Benefits:

• 401(k), matching
• Health, dental, vision insurance
• Life, Disability insurance
• Paid time off, holidays
• Employee product discount

Schedule:

• M-F, 8 hour day shift

Experience:

• Customer Service: 5 years (Required)
• Customer Service Management: 2 years (Strongly Preferred)