Customer Service Manager

Job Description

UPLIFT Desk is seeking a highly motivated Customer Service Manager with a commitment to achieving exceptional results from their team and ensuring our valued customers have the quality experience we expect from our brand. If your passion is inspiring others, improving SOPs, and fostering a supportive environment where team members can learn from one another and excel in their roles, we want to hear from you!

Required Qualifications

• 5 year of Customer Service Management experience
• Friendly and professional manner with customers/co-workers verbally and via written communication
• Excellent people management skills and a proven ability to provide constructive feedback and support team members in their development
• Capable of making strong decisions in fast-paced situations to ensure the best outcome for both customers and the team
• A positive attitude and a genuine commitment to delivering outstanding customer service

Preferred Qualifications

• Ability to efficiently manage multiple tasks simultaneously, prioritize effectively, and remain organized
• Excellent with process document creation and spreadsheet management
• Familiarity with CRM software and ticketing systems
• Strong analytical skills and the ability to interpret data to identify trends and opportunities for process enhancement
• Experience in conducting training sessions or workshops for team members

What You’ll Do

• Manage a team of 5 customer service representatives, providing guidance, support, and mentorship to foster their professional growth
• Collaborate with team members to identify and implement solutions for customer issues, ensuring prompt resolution and satisfaction
• Conduct regular one-on-one meetings with team members to provide feedback, set goals, and identify areas for improvement
• Maintain key performance indicators (KPIs) to monitor team performance and ensure adherence to service level agreements (SLAs)
• Continuously evaluate and refine customer service processes to optimize efficiency and effectiveness
• Foster a positive and inclusive team culture, promoting collaboration, creativity, and excellence
• Lead by example, work directly with customers, and demonstrate a commitment to customer-centric values and practices in all interactions
• Develop and implement training programs to enhance team members' skills and knowledge
• Collaborate with cross-functional teams to address customer issues and drive improvements in product or service offerings
• Additional responsibilities as determined by your manager (department emails, coverage, projects, etc)

Benefits

• A merit-based environment that rewards growth and accomplishment regardless of seniority
• Generous paid time off
• 4% 401K company matching with instant vesting (after one year)
• Excellent group health insurance available to employees and dependents, including domestic partners (4 medical plans, 2 dental plans, and a vision plan to choose from)
• Flexible spending account (FSA) for health care and child care costs
• Company-paid & Supplementary Life Insurance; Long-term & Short-term disability
• Free UPLIFT Desk (after one year)
• 50% discount on all UPLIFT products
• Free healthy (and not so healthy) snacks and drinks
• On-the-job training and skills development
• A supportive and engaging work culture that promotes healthy living

Position Details

• Compensation: DOE
• Type: Full-time
• Employee Status: Regular
• Work Schedule: Monday - Friday, 40 hours per week
• Location: Austin, Texas - 100% on-site

About UPLIFT Desk

As a fast growing, mid-sized Direct To Consumer (DTC) brand company, it’s our mission to deliver sincere, world-class customer service. We provide optimally designed, quality office solutions to customers. We focus on happier & healthier customers and employees!

UPLIFT Desk has revolutionized the way people shop for office furniture. It all starts with our award winning UPLIFT Standing Desk, made even better when accessorized with our entire UPLIFT office furniture line. Our product line includes most furniture an office could need. We design office products that optimize customers’ comfort, health, and productivity. Our Product Development team focuses on designing the highest quality ergonomic office furniture. Then our Content team's ecommerce website offers customers the ability to configure products specifically to their needs. Our amazing Order Processing and Warehouse teams make sure we have inventory and ship orders the same day. Customers receive award winning support from our Sales and Customer Service and Warranty teams. We offer the best 15 year warranty in the business! Our Interior Design and Contract Sales teams specialize in large office furniture layouts for commercial buildings that serve most Fortune 500 companies.

Award winning UPLIFT Desk is loved globally!

• Rated Best Standing Desk by New York Times Wirecutter 5 years in a row
• Hundreds of thousands of happy customers around the world sit and stand at an UPLIFT Desk
• Google reviews - 4.9 rating with thousands of reviews

We value our environment:

• We plant 5 new trees in U.S. National Forests for every solid wood desk sold. By partnering with the National Forest Foundation, we're able to plant tens of thousands of new trees each year

• Solar powered operations: Our Austin facilities produce over a megawatt of electricity through roof-mounted solar panels on three large warehouses

• We use sustainable materials in our products. Some examples are:

  • Bamboo Desktops, Drawers, & Motion Boards: The world's fastest-growing plant, Moso bamboo is a grass that grows as quickly as an inch an hour

  • Eco Curve Desktops: Eco Curve desktops use 100% recycled MDF and have the lowest carbon footprint in the industry due to not using edgebanding, backer boards, adhesives, or solvents

  • Rubberwood Desktops: Pará rubber trees produce 99% of the world's natural rubber latex. The rubber production lifespan of these trees is exhausted after about 25-30 years. Our rubberwood desktops give the trees a second life

Equal Opportunity Employer (EEO)

UPLIFT Desk believes in building an organization whose staff reflects the true diversity of our community. We hire, promote, and reward employees based on results and professional performance. UPLIFT Desk provides equal employment opportunities to all employees and applicants without regard to religion, sex, age, sexual orientation, gender identity, race, creed, color, national origin, alienage or citizenship status, marital status, partnership status, ancestry, disability, or veteran status.

To all recruitment agencies: We do not accept agency resumes. UPLIFT Desk is not responsible for any fees related to unsolicited resumes.