At Spring Footwear, comfort is craft, style is purpose, and service is a promise we renew daily. Since 1991, our mission has been simple and unwavering: to create partnerships that thrive through quality, value, product, and service — every single day.

We’re searching for a Customer Service Manager who carries that mission like a banner. Someone who leads with clarity, solves with heart, and brings order, warmth, and consistency to every channel where our customers meet us.

If you know how to turn complexity into simplicity, how to raise the game for both people and process, and how to make every customer feel the Spring difference — this role is your stage.

What You’ll Do

Lead Multi-Channel Customer Service Operations

Guide the daily rhythm of our contact center across phone, email, live chat, and digital platforms. Recruit, develop, and coach a team that delivers quick answers, steady support, and memorable care.

Drive Strategy & Innovation
Shape the vision for our service experience — bringing new ideas, smarter workflows, and scalable systems that keep pace with our growth. Look ahead, anticipate needs, and lift performance with intention.

Coach & Develop Leaders
Mentor supervisors and team leads, cultivating strong managers who build even stronger teams. Create an environment where clarity, accountability, and encouragement coexist.

Champion Process Improvements
Design and refine policies and procedures that bring uniformity, efficiency, and harmony across the customer journey. Build frameworks that deliver consistency, reduce errors, and create repeatable excellence.

Solve Problems with Purpose
Lead with a solution-seeker’s mind. Uncover root causes, repair gaps, and transform challenges into continuous improvements. Be the one who steadies the storm and brings clarity to the noise.

Monitor Performance & Metrics
Track and elevate KPIs — CSAT, FCR, SLA, AHT, QA, and more. Use data as compass and catalyst, setting expectations and ensuring the team always knows what success looks like.

Collaborate Across Departments
Partner with Sales, Marketing, Product Development, and Operations to unify customer experience across every step of our retail and wholesale ecosystem.

What You Bring

• 5+ years managing multi-channel contact center teams (phone, email, chat, social, etc.).
• A proven track record of coaching supervisors, developing teams, and elevating performance.
• Strong analytical and problem-solving instincts — you see patterns, resolve friction, and deliver solutions.
• Demonstrated ability to build, improve, and standardize policies and processes that create consistency at scale.
• Deep understanding of CX metrics, workforce planning, and operational optimization.
• Experience in fashion, footwear, apparel, or accessories is a powerful plus.
• Skilled communicator — clear, empathetic, confident.
• Experience with CRM and service tools (Zendesk, Salesforce, Gorgias, or similar).
• Sales leadership experience is a bonus.
• A passion for service, a love for structure, and the drive to continually raise the bar.

Why Join Spring Footwear?

Competitive Compensation & Benefits
Salary, health insurance, paid time off, profit sharing, and company-paid holidays.

Professional Growth
We’re expanding — and growth creates opportunity. Your ideas and leadership will shape a department that’s evolving fast.

Collaborative Culture
Work alongside people who care about quality — in product, in service, and in partnership.

Onsite Impact
Join us in an energetic in-person environment where teamwork thrives and your leadership can be felt directly.

Ready to Lead With Purpose?
If you’re a builder of teams, a solver of problems, and a champion of exceptional customer experience, we want to meet you.

Apply today — and help us shape the next chapter of Spring Footwear’s service journey.