Cozy Earth · 5 hours ago
Senior Customer Service Manager
Lehi, UT
Full-time
Onsite
Senior LevelCozy Earth is recognized as a leading brand in home luxury and apparel, known for its exceptional quality and innovation. They are seeking a Senior Customer Service Manager to build, scale, and elevate the customer experience through strong service foundations and effective team leadership.
FurnitureManufacturingRetail
Responsibilities
Own and evolve Cozy Earth's customer service strategy with a strong focus on exceptional, brand-aligned customer experiences
Lead and manage our BPO partner(s), including performance management, training alignment, quality assurance, and ongoing optimization
Build, document, and standardize customer service policies, workflows, and SOPs to support consistency and scalability
Partner cross-functionally with multiple teams to proactively resolve issues and improve the end-to-end customer journey
Develop and oversee training programs to ensure customer service agents are confident, knowledgeable, and empowered
Monitor customer service performance metrics and KPIs (CSAT, response times, resolution rates, etc.) and translate data into actionable insights
Own customer service reporting and dashboards, providing regular insights and recommendations to leadership
Identify opportunities to improve systems, tools, and processes to enhance efficiency and customer satisfaction
Act as a strong people leader: coaching, developing, and motivating teams to perform at a high level while maintaining a people-first culture
Other duties as assigned
Qualification
Required
Proven experience managing customer service teams, ideally in an ecommerce or DTC environment
Experience working with and managing a BPO partner
Strong background in policy development, SOP creation, and process standardization
Data-driven mindset with experience analyzing and reporting on customer service metrics
Comfortable working across departments and influencing without authority
Experience with customer service and ecommerce tools such as Gorgias, Aircall, Shopify, Monday.com, or similar systems
Strong leadership, communication, and organizational skills
Proactive problem-solver who thrives in a fast-paced, growing environment
Benefits
Medical, dental, and vision coverage to keep you healthy.
401K plan to secure your financial future.
Flexible PTO to ensure you have the time you need for rest and relaxation.
Monthly self-care benefit to support your overall well-being.
Access generous discounts on all our products.
Company
Cozy Earth
Cozy Earth specializes in the manufacturing of comfortable beds.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tanner Lamb
Chief Financial Officer
Josiah Fehlberg
Partnership Administrator
Recent News
2025-08-12
Company data provided by crunchbase