Customer Service Manager
Job Description
- Experience in the Children's Apparel industry.
- Experience in ecommerce or retail (for the 5+ years).
- Manage workflows for order management, returns, gift returns, and product issue escalations while maintaining SLA compliance.
- Monitor fraud, chargebacks, and high-priority issues until automated processes are in place, resolving within established SLA targets.
- Partner with cross-functional teams (Operations, Marketing, Product) to resolve customer-impacting issues promptly.
- Manage and optimize customer service platforms: Gorgias, Shopify, Yotpo, Happy Returns, AI tools, Monday.com, and ERP systems.
- Must have retail or eCommerce experience.
- 5+ years in customer service or operations.
- Familiarity with baby, apparel, or lifestyle brands.
- Medical, Dental, and Vision Insurance
- Life Insurance
- 401(k) Program
- Commuter Benefit
- eLearning & Ongoing Training
- Education Reimbursement
Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re hiring a Customer Service Manager for a hybrid opportunity based in Fairfield, CT. This is a direct hire role requiring three days onsite per week.
Join the Retail Apparel team to lead a multi-channel support operation (email, chat, social, phone) and deliver an exceptional customer experience. This hands-on role is ideal for someone who thrives in a fast-paced ecommerce environment, enjoys solving problems, and is passionate about building efficient, empathetic support processes. Experience in retail or ecommerce—especially in the children's apparel industry—is highly valued.
The application deadline for this role is 10/27/2025.
Customer Service Manager Responsibilities:
- Manage workflows for order management, returns, gift returns, and product issue escalations while maintaining SLA compliance.
- Monitor fraud, chargebacks, and high-priority issues until automated processes are in place, resolving within established SLA targets.
- Partner with cross-functional teams (Operations, Marketing, Product) to resolve customer-impacting issues promptly.
- Manage and optimize customer service platforms: Gorgias, Shopify, Yotpo, Happy Returns, AI tools, Monday.com, and ERP systems.
Customer Service Manager Qualifications:
- Must have retail or eCommerce experience and ideally in the Children's Apparel industry.
- 5+ years in customer service or operations, preferably in ecommerce or retail.
- Familiarity with baby, apparel, or lifestyle brands.
Perks & Benefits:
- Medical, Dental, and Vision Insurance.
- Life Insurance.
- 401(k) Program.
- Commuter Benefit.
- eLearning & Ongoing Training.
- Education Reimbursement.
*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.
If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.
