Oiselle LLC Customer Care Manager Seattle, WA · Part time Company website

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Position: Customer Care Manager

Location: Seattle, WA (Requires in-office on Tues/Thurs at minimum)

WHO WE ARE                                                         

Oiselle is a by women, for women running apparel company based in Seattle. Our product line is available on Oiselle.com, at our Flagship Store location in Seattle, and through more than 150 retailers across the country, including Fleet Feet stores and Title Nine. Oiselle is an ambitious, fun, and creative team with a deep commitment to our mission: to design great products, build the sisterhood, and improve the sport. If you too share the belief that sport and community is transformative, we’ll get along great!

WHO WE WANT

We are looking for someone to support our fast-moving, growing business by creating a 5-star experience for Oiselle’s customers across several touchpoints. The Customer Care Manager plays a crucial role in our customers’ experience with the Oiselle brand and product. They will provide support directly to customer inquiries, but will also be involved in behind-the-scenes activities that impact a customer’s experience with the brand. This position involves both building processes and tactical execution, and is extremely cross-functional supporting eCommerce, Marketing, Brand Design, and more. Note that Oiselle has a hybrid work model, and this role is required in-office on Tuesdays and Thursdays at a minimum; some weeks will require additional office time.

IN THIS ROLE, YOU WILL

• Lead and manage customer care
• Handle customer inquiries, including escalated concerns, with a focus on resolution and customer satisfaction.
• Be an eCommerce and wholesale expert and understand software and operational processes end-to-end.
• Support wholesale and operational tasks occasionally as needed.
• Own customer service software (Zendesk, Loop, Etc.) optimization, efficiency, and excellence.
• Be up to date on all things product, promotions and programs.
• Report out on customer service data, including returns and exchanges, in an actionable way to inform product, marketing, and operations.
• Identify and solve challenges before they arise through optimization and continuous improvement of tools and processes.
• Be flexible and find solutions for evolving business needs and new platforms.
• Create documentation and resources for team use, and keep up-to-date monthly at a minimum.
• Support other teams with customer-product-operations related responsibilities including but not limited to photo sample inventory management, photoshoot product preparation, athlete product management, and other similar responsibilities as assigned.
• Collaborate with cross-functional teams to inform and problem solve.

KEY ATTRIBUTES, SKILLS AND EXPERIENCE:

• Proven experience in customer service management, preferably in the retail or apparel industry.
• An empowering and empathetic leadership style, with hands-on experience mentoring and developing a team.
• Excellent written and verbal communication, even while under stress.
• A continuous improvement mindset, and a highly agile work style.
• Strong analytical and problem-solving abilities.
• Familiarity with ZenDesk or other customer service platforms.
• Highly accountable, and impact and results-driven.
• An enthusiasm for running and knowledge of the Oiselle brand and product is a plus.

OTHER SPECIFICATIONS:

• This role is hourly, with 20-25 hours per week required
• A regular work-schedule will be required, with longer hours on Monday and ability to work each day Tuesday-Friday to ensure that customer inquiries are replied to in a timely manner
• Remote applicants will not be considered. This role is in-office.
• Seattle-area applicants must have the ability to be in office on Tuesday and Thursday at minimum.
• Employee will be required to clock in and out, as compensation is hourly.
• The compensation range for this hourly position is $20-$23/hour for candidates located in King County, Washington. Actual compensation will be determined based upon proven work experience.

If you are passionate about women's running apparel and dedicated to delivering exceptional customer experiences, we invite you to apply for the Customer Care Manager position at Oiselle. Join us in inspiring women to embrace an active lifestyle with confidence and style!