Customer Service Manager

Role: Customer Service Manager                                           

Reports to: VP, Technology & Customer Service


WHO WE ARE:

At tomboyx, we believe that everyone in every body should feel awesome in their underwear. Our brand, like our customers, transcends stereotypes to amplify a person who strives to live every day as their authentic self. This is true for our team and our company culture. We are dedicated, driven and continuing to scale. The team is committed to fast growth and abundant success. If you have the passion and capacity to go all in with us, please apply.


THE POSITION:

The Customer Service Manager will lead TomboyX's customer service team to deliver exceptional support experiences that drive customer satisfaction, retention, and brand loyalty. This role combines strategic leadership with hands-on management, overseeing all aspects of customer service operations while building a high-performing small team culture.


RESPONSIBILITIES: 

Team Leadership & Management

  • Lead, coach, and develop a small team of Customer Service Specialists and part-time contractors

  • Conduct regular one-on-ones, performance reviews, and career development conversations

  • Create and maintain team schedules to ensure adequate coverage across all channels

  • Foster a positive, customer-centric team culture focused on continuous improvement

  • Manage team performance against established KPIs and service level agreements

  • Use data to forecast staffing needs and optimize resource allocation

Strategic Customer Experience Leadership

  • Design and optimize customer service processes and workflows

  • Establish service standards, policies, and procedures

  • Analyze customer feedback and service metrics to identify improvement opportunities

  • Collaborate with leadership team on customer experience strategy

  • Make high-level decisions on customer resolutions and policy exceptions

  • Identify patterns in customer inquiries to inform product and process improvements

Operational Excellence

  • Manage multi-channel customer support operations (email, chat, phone, social media)

  • Ensure consistent, high-quality service delivery across all touchpoints

  • Monitor and report on key performance metrics (response times, resolution rates, CSAT scores)

  • Develop and maintain customer service knowledge base and training materials

  • Handle customer escalations, sensitive situations, and high volume days

Cross-Functional Collaboration

  • Partner with Operations team on inventory, shipping, and fulfillment issues

  • Monitor for potential site issues and report to Tech team

  • Work closely with Marketing team on customer insights and feedback analysis

  • Collaborate with Product team on customer-driven product improvements

  • Coordinate with Finance on billing, refunds, and payment-related issues

  • Serve as voice of customer in company-wide strategic discussions

  • Analyze customer service metrics and trends to drive strategic decisions

  • Prepare regular reports on team performance and customer satisfaction


WHO YOU ARE:

REQUIREMENTS:

  • Bachelor's degree in Business, Communications, or related field; or equivalent combination of education and experience

  • 5+ years of customer service experience with 2+ years in management role

  • Proven track record of building and leading high-performing teams

  • Experience with customer service platforms (Kustomer, Zendesk, Freshdesk, etc.) and CRM systems

  • Strong analytical skills with ability to interpret metrics and drive data-based decisions

  • Excellent written and verbal communication skills

  • Experience managing multi-channel operations, preferably in customer service

  • Demonstrated ability to handle difficult customers and complex situations

Preferred Qualifications

  • Experience in ecommerce, fashion, or consumer goods industry, particularly in inclusive/LGBTQ+ focused brands

  • Experience with Shopify, NetSuite, or similar ecommerce platforms

  • Experience with process improvement methodologies

  • Previous experience in startup or fast-growth environment


WHAT WE OFFER:

  • Compensation range: $80k - $100k, dependent upon skillset & experience

  • Direct access to senior leadership and meaningful input on strategic decisions

  • Opportunity to shape product direction at a growing, mission-driven company

  • Small, collaborative team where your contributions have immediate impact

  • Build systems and processes that scale with the organization

  • Company performance bonus plan

  • Excellent insurance benefits: Employee medical/dental/vision are 100% paid by Company; dependents are 50% paid by Company

  • Company paid short and long-term disability, and AD&D insurance policy

  • 401k with up to 4% Company match

  • Stock options

  • Cell phone stipend

  • Transportation stipend

  • Unlimited vacation time

  • Paid parental leave up to 12 weeks

  • 9 Company paid holidays, including your birthday!

  • Flexible working hours

  • Office snacks

  • Pet friendly environment

  • Employee assistance program

  • A chance to build a company from the ground up and make a real impact on TomboyX’s growth and history

  • Employee discounts 

Job Type: Full-time, Greater Seattle Area, hybrid


tomboyx Values 

Accountability

We show up fully, hold ourselves accountable, and lead with our most authentic selves.

Fearlessness

We’re brave, curious, and willing to dare greatly. We’re empowered and encouraged to take the wheel, experiment, and make mistakes in order to learn and grow.

Diversity

We champion diversity and inclusion; everyone is welcome and appreciated. We celebrate our differences, foster a sense of belonging, and show our commitment through our words and actions.

Trust

Our connections are grounded in trust, transparency, and respect. We’re honest, openminded, and we listen actively. We foster radical candor and clarity as kindness.

Unity

We are individuals driven by a true north: to build a more equal and progressive world. Our perspective grows and evolves in pursuit of this shared purpose.

 

 

tomboyx is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.