Customer Service Manager

Job Description

At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented.

We're 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

• 3+ years of Customer Service Management experience
• Friendly and professional manner with customers/co-workers both 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 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, 8am-5pm or 9am-6pm, 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 furni