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Now viewing: Customer Service Manager
G
GDEFY
Customer Service Manager
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Job Description
ABOUT G-DEFY
Gravity Defyer Corp. (g.defy®) designs comfort footwear built around VersoShock®, its patented sole technology engineered to absorb impact during walking, running and long hours of standing. Founded in 2008 by inventor Alexander Elnekaveh, the company sells athletic, casual, work, slip-resistant, wide-width and Medicare A5500 diabetic shoes for men and women. We sell direct to consumers through gravitydefyer.com, catalog and phone orders, an outlet store and wholesale partners, and have served 100K+ customers in 50+ countries. Many of our customers are 45 and older and come to us because they spend long days on their feet. We are a lean, fast-moving team where every role has a visible impact on how people feel at the end of the day.
Department:
Customer Experience
• Reports to: Operations Manager / CEO
•
Type:
Full-time
THE ROLE
You lead the team that helps customers find the right fit, track orders and make returns easy. Many of our customers call because they're dealing with foot, knee or back discomfort and want a person to guide them. You make sure every contact is patient, accurate and resolved quickly.
WHAT YOU'LL DO
Lead, hire, train and schedule a team of phone, email and chat agents covering Mon-Fri 6 a.m.-5 p.m. PST. Own the helpdesk (Gorgias): queues, views, macros, tags, rules, SLAs and AI-assisted replies. Set and hit targets for first response time, resolution time, CSAT and contact rate. Run the returns and exchanges program, including the 60-day trial, refunds and warranty claims. Train agents on sizing, widths, VersoShock sole options and product lines so they can recommend the right shoe. Keep agents within approved product claims; route medical questions to standard disclaimers and a doctor's advice. Handle escalations, chargebacks, BBB complaints and public reviews with care and speed. Maintain the Help Center, FAQs and order-status content.
Turn ticket trends into action:
share defect, fit and shipping issues with operations, product and marketing weekly. Support VIP Rewards, catalog sign-ups and phone orders; find chances to save orders and recommend exchanges.
WHAT YOU BRING
4+ years in customer service, including 2+ years managing a team, ideally in DTC e-commerce or retail. Experience running a helpdesk such as Gorgias or Zendesk and reporting on CS metrics. Familiarity with Shopify order management, returns platforms and payment disputes. Warm, patient communication style, especially with older customers and phone callers. Strong coaching skills and comfort writing macros, scripts and SOPs.
NICE TO HAVE
Footwear, orthotics or healthcare-retail experience. Bilingual English/Spanish. Experience setting up AI agents or automation in a support stack.
Pay:
$80,000.00 per year
Work Location:
In person