Customer Service Manager

Who We Are

TOM BIHN is a bag designer, manufacturer, and direct-to-customer brand based in Seattle, WA. We make bags for everyday carry, travel, work, day hiking, and more. We focus on using the highest quality materials to make thoughtful, functional, and timeless designs. Our entire crew of 60 — from design to production, operations, and marketing — works out of our Seattle factory! 

We are looking for an experienced individual with genuine interest in the TOM BIHN brand to join us as a Customer Service Manager. This position will be a working manager role, meaning that you will oversee the customer service team, while also contributing directly to our customer service channels. A successful candidate will be passionate about leadership and upholding our strong customer service standards. Previous leadership experience is required, prior bag knowledge is helpful but not necessary.

Responsibilities

  • Oversee customer service experience including all customer service channels (email, phone, small retail space) and directly manage customer service crew.

  • Take ownership of customer issues and work to find a resolution

  • Manage product reviews and reply to reviews as needed

  • Work with Operations Manager to refine customer service metrics and establish documentation protocol

  • Ensure company communication is coordinated between operations and admin team and customer service team.

  • Work alongside broader Customer Service team to answer emails, live chat messages, phone calls, and FB/IG messages as needed

  • Act as back-up for the Fulfillment shipping team as needed

  • Give factory tour to customers that are interested in learning more about our in-house operations and manufacturing process 

  • Maintain strong communication with manager; provide updates on customer issues and needs, and offer constructive feedback and ideas

Qualifications

  • Previous leadership experience in a customer service based environment

  • Demonstrate strong interpersonal and communication skills

  • Comfort using helpdesk and project management software

  • The ability to prioritize multiple tasks in a fast paced environment

  • Strives to uphold our team agreement in each interaction using: respect, genuineness, specificity, and empathy 

  • Strong attention to detail

  • Genuine interest in the TOM BIHN brand

  • Bonus but not required: knowledge of Shopify and web programming 

Benefits:

  • Competitive salary range $25-$30/hour depending on experience

  • Health, dental, and vision insurance

  • Paid time off and holidays

  • Professional development opportunities

To Apply:

TOM BIHN encourages candidates of all different backgrounds and identities to apply. We are always eager to further diversify our company, and we are committed to providing an inclusive environment of mutual respect where all can flourish. 

Please submit your resume and a cover letter or email introduction detailing your qualifications to mike@tombihn.com. We thank all applicants for their interest, however, only those selected for an interview will be contacted.