Customer Service Manager
WOOLX & HANK’S BELTS | ENDICOTT, NY
Pay: $35.00 per hour
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Work
location
In person
About the Opportunity
Woolx and Hank’s Belts are two growing, customer-focused brands committed to exceptional products and outstanding service. We take pride in building lasting relationships with our customers, and we believe a great customer experience starts with a strong, motivated team.
We are seeking a confident, results-driven Customer Service Manager to lead customer service operations across both brands. This is a hands-on leadership position for someone who thrives in a fast-paced environment, takes ownership of challenges, and knows how to bring out the best in their team.
We are looking for a leader who can develop people, improve processes, solve problems, and help take our customer service department to the next level.
Key Responsibilities
Team Leadership & Development
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Lead, motivate, and manage the customer service team to deliver exceptional support across all communication channels.
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Create a positive, productive, and accountable team environment.
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Oversee hiring, onboarding, training, scheduling, and staffing.
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Provide ongoing coaching, feedback, and performance evaluations.
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Set clear expectations and measurable performance goals.
Customer Experience & Service Excellence
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Champion five-star service across Woolx and Hank’s Belts.
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Ensure inquiries are handled accurately, professionally, and promptly.
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Resolve escalated customer concerns with sound judgment and a solutions-focused approach.
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Improve customer satisfaction, loyalty, and long-term relationships.
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Oversee Amazon customer communications in accordance with Amazon policies and service standards.
Operations & Performance Management
· Manage daily workflows, priorities, and departmental responsibilities.
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Monitor response times, customer satisfaction, productivity, and service quality.
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Analyze feedback and performance trends to identify opportunities for improvement.
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Implement processes that improve efficiency, accuracy, and customer experience.
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Oversee employee timekeeping, payroll hours, and scheduling accuracy.
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Maintain a clean, organized, professional work environment.
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Provide leadership with performance updates, insights, and actionable recommendations.
What We’re Looking For:
Qualifications & Experience
• At least 3 years of management or leadership experience required, preferably in customer service, retail, e-commerce, or a related field.
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Proven ability to lead, coach, motivate, and hold a team accountable.
· Excellent written and verbal communication skills.
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Strong organizational, time-management, multitasking, and problem-solving abilities.
· Ability to prioritize competing responsibilities in a fast-paced environment.
· Experience tracking team performance and implementing process improvements.
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Comfort learning new systems, technology, and procedures quickly.
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A dependable, professional attitude and a passion for outstanding service.
The Ideal Candidate
• Leads by example and earns the respect of their team.
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Takes initiative and follows through without constant direction.
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Holds themselves and others to high standards.
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Addresses performance concerns directly and constructively.
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Balances customer, employee, and business needs.
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Brings solutions, not just problems.
Why Join Woolx & Hank’s Belts?
You’ll help shape the customer experience, develop our team, and strengthen the processes that support our continued growth.
What We Offer
• A meaningful leadership role with a direct impact on team culture and customer satisfaction.
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The opportunity to work with two established, growing brands.
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A collaborative environment that values initiative, accountability, and teamwork.
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Opportunities for professional growth and development.
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401(k) matching, employee discounts, and paid time off.
Ready to Lead?
If you’re a motivated, organized, and results-oriented leader who enjoys developing people, solving problems, and delivering exceptional customer experiences, we’d love to hear from you. Join Woolx and Hank’s Belts and help us build a customer service team that sets the standard for excellence.
