Customer Support Manager, Red Wing for Business

Company Description

Red Wing Shoe Company is based in Red Wing, Minnesota, just 40 minutes from St. Paul, where our corporate office sits along the Mississippi River in downtown Red Wing.  We are a global company with 2300 employees around the world, but we maintain a close-knit family atmosphere that comes with being a privately-held company. We’re rich in history and tradition, but innovation drives us to deliver best-in-class product solutions and highly rated customer experiences.  Focus on our employees and company culture results in meaningful employee engagement across the organization. Our Guiding Behaviors of Living our Values, Honoring our Brands, Inspiring our People, Centering on our Customers, and Preserving the long term success and legacy of our Company are the foundation on which we build our future.

Our comprehensive benefits package for full-time employees includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life and disability insurance, generous paid time off and holidays, a 401(k) match, employee discounts, and valuable well-being benefits like free EAP services, financial planning assistance, and well-being coaching all designed to support your health and financial security.

The targeted hiring range for this full-time position is $69,900 - $94,300 depending on qualifications; however, the expanded salary range provides opportunities for advancement. Our salary ranges are determined by role, level, and job location. Within the range, individual pay is determined by factors including job-related skills, competencies, experience, and relevant education, training or a combination of these things and market demand. Your recruiter can share more about the specific salary range and benefits for your location during the hiring process.

Job Description

This role is fully remote and operates within U.S. Central Time (CT) business hours, giving you the flexibility to work from any state where the company is authorized to conduct business and employ workers. There may be Infrequent travel to corporate headquarters in Red Wing, MN for “Moments that Matter.” At Red Wing, regardless of working in roles that are fully remote, onsite, or hybrid, what matters most is working together, staying connected, and putting care into everything we do.

Are you a customer-focused leader who thrives on developing teams, solving complex challenges, and delivering exceptional service? We're looking for a Red Wing for Business Customer Support Manager to lead a team of customer support professionals dedicated to providing outstanding support to our business customers and retail partners.

In this role, you'll combine people leadership, operational oversight, and customer advocacy to ensure an exceptional experience for our Red Wing for Business customers. You'll lead a team of six Business Account Coordinators, drive continuous improvement initiatives, and partner across the organization to support business objectives and service excellence.

What You'll Do

• Lead, coach, and develop a team of Business Account Coordinators, fostering a collaborative, customer-focused, and high-performing culture.
• Provide day-to-day leadership and strategic direction to ensure operational goals, service standards, and team objectives are achieved.
• Serve as an escalation point for complex customer concerns, leveraging strong problem-solving skills and product knowledge to drive effective resolutions.
• Partner closely with Customer Experience, Finance, Retail Operations, and Global Industrial teams to support customer needs and business priorities.
• Identify and implement process improvements that enhance efficiency, service quality, and overall customer satisfaction.
• Monitor team performance, provide ongoing feedback, and support professional growth through coaching, training, and development.
• Establish priorities, communicate expectations, and align team efforts with department and organizational goals.
• Champion a culture of service excellence while promoting accountability, collaboration, and continuous improvement.

Qualifications

What You'll Bring

• Associate degree or equivalent combination of education and experience.
• Five or more years of customer service and/or customer support experience.
• Previous leadership experience preferred; supervisory, team lead, or other people leadership experience will be considered.
• Experience supporting business-to-business (B2B) customers is highly valued.
• Strong leadership, coaching, and team development skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Proven ability to build effective cross-functional partnerships and influence positive outcomes.
• Strong an