The Customer Service Manager is responsible for maintaining MeatEater’s best-in-class customer service reputation by leading all customer service operations across First Lite, FHF Gear, Phelps Game Calls, Dave Smith Decoys, and the MeatEater Store. This role combines day-to-day team leadership with strategic process improvement and cross-functional collaboration, ensuring a consistent and exceptional customer experience across all brands.
We’re looking for a self-motivated, customer-obsessed leader with a passion for the outdoors and deep product familiarity with our gear and mission. The ideal candidate is analytical, solutions-driven, and experienced in scaling customer service operations through platforms like Shopify, Klaviyo, Aircall, and Gorgias.
Key Responsibilities
Team Leadership & Development
- Lead and manage a high-performing customer service team across all MeatEater brands
- Hire, train, mentor, and evaluate team members with a focus on long-term development
- Cultivate a culture of performance, accountability, and continuous improvement
- Communicate expectations, procedures, and business updates effectively and consistently across direct reports, and other departments/stakeholders as appropriate
- Maintain Culture of “Customer First”, while operating within procedural/policy guidelines
Customer Experience Strategy
- Develop, implement, and maintain service policies, procedures, and team goals to elevate customer satisfaction
- Establish and monitor KPIs, SLAs, and reporting cadences to improve response times, resolution timeframes, and resolution quality, while improving team efficiency and streamlining workflows
- Collaborate with Operations, Sales, Product, and Marketing to address feedback, trends, and product issues, by analyzing customer insights/data gained through multiple platforms and communication channels
- Oversee returns, exchanges, warranty, and repair processes to ensure smooth and timely resolutions–implementing/scoping new platforms as necessary
- Utilize customer feedback to inform customer journey improvements and loyalty-driving initiatives
Platform & Process Ownership
- Manage and optimize various CX and Ecommerce tools including Shopify, Klaviyo, Gorgias, Aircall, Narvar, and other support systems
- Ensure integration and data accuracy across platforms such as Netsuite, ERP, and communication tools
- Maintain clear documentation of workflows, escalations, and standard operating procedures
- Manage and improve DTC revenue generating initiatives and programs, including team sales initiatives, discount programs, and customer outreach initiatives
- Work closely with Ecommerce and IT to identify and prioritize required system improvements and implement solutions, striving for operational excellency
- Assist with development and management of wholesale operational workflows, including the management of wholesale defective returns, overstock returns, and order placement
- Manage all employee related commerce benefits as directed by HR and the ecommerce team across multiple brands/channels
- Assist with development of retail policy, and operational workflows for the improvement of our omni-channel distribution network, improving overall brand availability and customer experience outside of DTC channels
- Manage distribution of product seeded across ambassadors, contractors, and staff, while allocating, tracking, and assisting in the management of stakeholder budgets
Brand & Product Expertise
- Develop and maintain deep product knowledge across all MeatEater family brands, ensuring that direct reports do as well
- Act as a brand ambassador who can speak knowledgeably and authentically about our products, mission, and values
- Ensure that omni-channel communication is representative of the Brand Voice of which each team member is representing during customer/account communication
- Ensure that every customer touchpoint reflects our commitment to the hunting, conservation, and outdoor communities–while authentically representing our passion for involvement within these communities
- Attend and participate in multiple brand tradeshows annually, interacting with each MeatEater Brand's customer base
- Coordinate team product trainings with product development teams across brands, alongside use of product in the field
- 3+ years of experience in a customer service leadership role
- Prior experience managing multi-brand or multi-channel customer support operations
- Prior experience in project management, specifically in web development alongside contracting agencies
- Deep knowledge of and enthusiasm for hunting, conservation, and the outdoors
- Strong team leadership, coaching, and people development skills
- Strong relationship management skills across multiple stakeholder groups
- Familiarity with digital commerce tools including Shopify, Klaviyo, Aircall, and Gorgias
- Proven ability to manage performance data and translate insights into actions
- Excellent written and verbal communication skills
- Strong organizational and problem-solving abilities
- Experience with, Aircall, or similar CRM and telephony systems
- A strong background and knowledge within the hunting and greater outdoor community
- Positive, cooperative attitude at all times
Physical Requirements
This role may involve occasional lifting (up to 25 lbs), and travel or participation in outdoor brand-related activities. Must be comfortable working in both indoor and outdoor environments.