Customer Care Manager

About Us Founded by Vogue's Alexandra Macon, Over The Moon is the ultimate retail, registry, and editorial platform for creating a life well-lived. What began as the aspirational source for couples getting married has grown into a cult fashion, home, and children's shopping destination as well as an elevated wedding and baby registry provider. We are entering an exciting new stage of growth and looking to expand our team. Responsibilities

• Leadership and Team Management:
• Recruit, train, and mentor a high-performing customer care team.
• Foster a positive and collaborative work environment to ensure team success.
• Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement.
• Customer Care & Support:
• Oversee day-to-day operations of the customer care department.
• Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media).
• Develop and maintain customer service policies, scripts, and protocols.
• Process Improvement:
• Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self service and automation systems.
• Collaborate with the operations team and OTM brands to address common customer pain points, such as shipping delays or returns.
• Monitor customer feedback trends and liaise with merchandising, marketing and exec teams to share insights that can improve products, policies, and overall experience.
• Technology Management:
• Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self service.
• Generate and analyze customer service reports to inform decision-making.
• Brand Advocacy:
• Serve as a brand ambassador by ensuring all communications reflect our values and tone.
• Work with marketing to address social media comments, reviews, and public queries.
• Project Management & Cross-Departmental Collaboration
• Take lead on assigned projects focusing on analyzing and solving key operational issues outside of the typical customer care remit.
• Liaise with the executive team and work cross-functionally on special projects as they are assigned.
Requirements
• Proven experience as a Customer Service Manager or in a similar role, preferably in retail eCommerce.
• Strong leadership skills with experience managing remote teams.
• Exceptional communication and interpersonal skills.
• Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly).
• Data-driven with the ability to analyze metrics and make informed decisions.
• A customer-first mindset with a knack for creative problem-solving.
• Knowledge of fashion, homewares, and lifestyle products is a plus.