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Super7 is Hiring: Customer Service Manager



Customer Service Manager

Who we are:

Founded in San Francisco in 2001, Super7 is one of the most influential and sought after toy brands in the market today. By combining our deep knowledge of toys as collectors, with our attention to manufacturing and design, Super7 creates unique and inspiring toys, apparel, events, and experiences that differentiates Super7 from any other toy company. No one made what we wanted, so we made it ourselves.

What we are looking for:

Super7 is looking for a full-time, experienced Customer Service Manager to join our small team of toy enthusiasts! The Customer Service Manager will be responsible for ensuring the purchase flow at Super7’s e-commerce store is a seamless and positive experience for our customers. The successful candidate will use their experience in Customer Service to develop a guide, including workflows and processes to best solve tickets in an efficient and effective manner. The Customer Service Manager will also analyze our current ticket queue to make recommendations for preventing the issues that require further after-sales support. This position requires the candidate to work in our San Francisco office.

About the responsibilities:

  • Communicate with our customers in a clear, helpful and positive manner, the candidate must have excellent written communications skills
  • Develop a successful Customer Service program that will standardize the way Super7 prioritizes customers needs, by delivering a consistently positive experience for our customers
  • Manage and train a small team of Customer Service Representatives, checking in with agents to understand the current service needs and requests from our customers and tracking productivity levels
  • Track all customer service related costs and create reports for weekly, monthly and yearly budgets
  • Build relationships and engage with our customers to foster our loyal community of toy collectors
  • Resolve inbound customer concerns in a timely and proactive manner, balancing efficiency and speed with a high level of service
  • Investigate and recommend solutions for open orders and account issues
  • Provide above and beyond customer service via social media, e-mail, chat and phone
  • Develop a RMA policy to manage all returns and exchanges, using the tools provided to track and process each return
  • Work closely with our 3PL to resolve any order fulfillment and shipping issues, developing plans to resolve tickets promptly, whether it is a lost shipment, damaged product, incorrect or missing products in the customers orders

About the Skills and Requirements:

  • 3-5 years of customer service experience in retail and/or consumer products (management experience a bonus!)
  • Located in the San Francisco Bay Area
  • Exceptional written and verbal skills
  • Enthusiastic about helping others and dedicated to customer satisfaction
  • Self-starter with strong problem-solving and analytical skills
  • Optional: AA/AS or BA/BS degree

How to get in touch with us:

Please email a PDF copy of your resume and cover letter, including Customer Service Manager in the subject line of your email to Applications without a cover letter will not be considered. No phone calls or in-person visits please. Please check our website to see if you are a good fit for our team.

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