Senior Manager, Customer Service

About the Role

Since 1973, Vida Shoes International has been committed to becoming a global leader in the footwear industry. We are dedicated to designing, producing, and marketing quality branded footwear using our expansive international resources. Our wealth of knowledge stems from the diversity of brands and the successful products we have produced year after year.

We are seeking a dedicated, US-based Manager of Customer Service to own end-to-end customer service strategy and optimization at Vida Shoes International. Reporting directly to the Senior Ecommerce Operations Manager, this role is the single accountable leader for the customer service function — overseeing the Customer Service Manager, the full CS team, and the systems and platforms that power the operation.

Customer Service is a driver of both revenue and customer experience. There is significant opportunity to improve efficiency, conversion, and overall CX through better tooling, smarter automation, and a more intentional strategy. This role exists to capture that opportunity bringing full-time focus and operational rigor to a function that is critical to the growth of the business. The right candidate is a proven customer service leader who’s managed a team and optimized platforms. They bring deep help desc expertise, a data-driven approach to performance management, and the vision to build a world-class customer service organization.

Compensation: $80-90k

Department: Customer Service 

Reports To: VP of Ecommerce

Team Leadership & Organizational Development

•        Serve as the senior-most leader of the customer service division, directly overseeing the Customer Service Team Leads and, through them, the full Agent team.

•        Define and evolve the team structure, leadership levels, and reporting hierarchy to match the scale and complexity of the business and continue to do so as the business evolves.

•        Own workforce planning and staffing strategy by ensuring the right number of people with the right skills are in place to meet volume demands across all channels.

•        Identify and develop internal talent, building leadership pipelines and supporting the professional growth of the Customer Service Team Leaders and Agents.

•        Champion a culture of accountability, customer empathy, and continuous improvement across all levels of the team.

•        Evaluate and pursue opportunities to expand team hours and/or additional days coverage to better serve customers.

EOR Relationship & Global Employment Management

•        Own the relationship with Vida's Employer of Record (EOR) vendor serving as the primary point of contact for all employment-related matters across all over seas roles.

•        Manage the end-to-end onboarding process for new team members through the EOR, ensuring employees are set up correctly in the system and ready to work from day one.

•        Oversee the administration of annual leave, sick leave, and other time-off entitlements in coordination with the EOR platform and internal guidelines.

•        Review and approve employment contracts issued through our EOR, ensuring accuracy, compliance, and alignment with Vida's compensation and policy standards.

•        Serve as the internal point of escalation for any EOR-related issues, communicating changes, updates, or policy rollouts to the team in a clear and timely manner.

•        Partner with the management as needed to ensure EOR costs and headcount are accurately tracked and reported.

Strategy, Documentation & Operational Framework

•        Own the end-to-end customer service strategy, including service model design, channel coverage, escalation frameworks, and long-term capability roadmap.

•        Build, maintain, and continuously improve the full documentation library for the division SOPs, escalatio