Job Description
Job Description
At Spring Footwear, we’ve been redefining comfort and style since 1991. With a passion for innovation, quality, and exceptional service, we’ve built a trusted reputation among consumers and partners alike. We’re hiring a Customer Service Manager who shares our passion and drive to lead our multi-channel customer experience to new heights.
Our mission is simple: To develop successful partnerships by creating and delivering the best quality, value, product, and service—every day!
As our Multi-Channel Customer Service Manager (Direct-to-Consumer & Wholesale), you’ll lead a team of professionals focused on delivering top-tier service across phone, email, chat, and other platforms. Your leadership will directly impact key customer satisfaction metrics and contribute to Spring Footwear’s continued growth and customer loyalty.
What You’ll Do
- Lead Customer Service Operations: Oversee recruitment, training, coaching, and day-to-day performance across the contact center. Maintain efficient workflows and staffing levels.
- Drive Strategy & Innovation: Define and execute strategies that improve service quality, team performance, and operational scalability.
- Coach & Develop Leaders: Mentor Managers and Supervisors to foster strong teams and ensure exceptional service delivery.
- Champion Process Improvements: Identify and implement improvements to boost efficiency, reduce response times, and enhance customer satisfaction.
- Monitor Performance & Metrics: Track KPIs such as CSAT, FCR, SLA, and use data to drive results and accountability across the team.
- Collaborate Across Departments: Align customer service goals with company-wide initiatives, working closely with Sales, Marketing, and Operations.
What You Bring
- 5+ years of experience managing a multi-channel contact center (phone, email, chat, etc.).
- Proven leadership skills with experience coaching managers and frontline teams.
- Deep knowledge of contact center KPIs and workflow optimization.
- Strong analytical and problem-solving skills with a data-driven approach.
- Exceptional verbal and written communication.
- Experience with CRM and service tools (e.g., Zendesk, Salesforce) is a plus.
- Sales leadership experience is a bonus.
- Passion for delivering outstanding customer experiences and building high-performing teams.
Why Join Spring Footwear?
- Competitive Compensation & Benefits Including salary, health insurance, paid time off, profit sharing, and company-paid holidays.
- Professional Growth Opportunities: Join a fast-growing company that supports your development and advancement.
- Collaborative Work Culture: Work with a passionate team dedicated to excellence and customer satisfaction.
- Onsite Engagement: Enjoy an energizing, in-person environment that fosters collaboration, leadership, and direct impact.
Ready to Lead with Impact?
If you're a customer-obsessed leader ready to build a high-performing team and take ownership of a growing department, we want to hear from you.
Apply today and become part of a company where your leadership makes a difference—every single day.