As our Manager of Customer Service, you'll own the quality, speed, and intelligence of every customer interaction at Jiffy. This is the senior-most seat over our support and customer experience function: you'll lead the frontline team in Dallas, own our service levels and quality bar, run the support operation end to end, and serve as the hands-on experience partner to leadership. You'll get response and resolution times down, drive CSAT and NPS up, modernize how we staff and measure the team, and stand up the AI-native support motion that lets us scale service without linearly scaling headcount.

This is a rare, full-spectrum role. It blends frontline team leadership, service-quality and QA, support operations and workforce planning, voice-of-customer insight, and hands-on AI/automation into a single charter - and it's a builder's seat. You are one accountable, hands-on leader who can coach the floor, rebuild the workflows, read the data, and defend the customer experience to leadership. A pure, hands-off, manage-from-a-dashboard profile is not what we are looking for.

You'll report to our President and COO and work closely with our VP of Operations and Engineering team. We move fast and operate lean, so we need someone who automates instead of adding headcount, sets their own standards, and tells us what the customer signal means before we ask. This role sits onsite with the team in Dallas.

Team & Frontline Leadership

• Lead, coach, and develop the Dallas customer service team (Customer Experience Partners, leads, and supervisors) onsite - set the standard on the floor, run the daily huddles, and raise the bar with every hire.
• Own hiring, onboarding, ramp, and performance management for the team - build a bench and a clear career path from Partner to lead to supervisor.
• Be present and hands-on: jump on escalations, work the queue when volume demands it, and stay close enough to the customer to know what's actually happening.

Service Quality & Customer Experience

• Own the quality bar end to end - QA scoring, calibration, coaching loops, and the definition of what "great" looks like on every channel.
• Own the resolution policy - define how we make things right for customers, leading with correction, replacement, or store credit and treating refunds as the last resort. Write it in plain language, train the team on it, and audit that the team consistently follows it.
• Own refund and reimbursement integrity - when we owe a customer money or a remedy, make sure it goes out promptly and keep those queues at zero.
• Own CSAT, NPS, and resolution quality - set targets, close the loop on detractors, and turn feedback into concrete fixes.
• Build the escalation and recovery playbooks that protect the customer relationship on the hardest cases.

Operations, SLAs & Workforce Management

• Own service levels across channels - first response time, resolution time, and backlog - and keep re-sequencing, automating, and tightening the operation to hit them.
• Own workforce management - forecasting volume, staffing and scheduling to demand, and managing occupancy and shrinkage across the Dallas floor.
• Build the reporting that gives leadership real visibility - contact drivers, cost-to-serve per contact, channel mix, and week-over-week trends - with line-item detail, not vanity metrics.
• Own a clean issue taxonomy - every case carries one cause and one resolution - and partner with the data team so customer service reports off consistently defined, governed metrics.

AI-Native Support & Automation

• Own the agent workspace and automation layer as its product owner. Much of our automation already exists, so audit what we have, tune it, and deliberately switch on what works rather than building from zero.
• Define requirements, validate with agents on the floor, and decide with Engineering what to build, fix, or retire.
• Apply AI across support - deflection, auto-drafting responses, triage and routing, macro generation, and QA at scale - with clear judgment about where AI has limits.
• Reduce contacts at the source by partnering with Product and Operations to fix the root causes that generate tickets in the first place.
• Build a lean, AI-first service team in your image - hiring for both service instinct and AI-nativeness.

Requirements

Basic Qualifications

• Bachelor's degree required
• 8+ years in customer service / customer experience, including direct experience leading a frontline support team and owning service levels end to end.
• DTC, E-commerce, 3PL industry expertise required
• Hands-on support-operations experience - workforce management, scheduling, SLA management, and QA across our digital, case-based channels (email and chat).
• Demonstrated ability to build workflows and processes from scratch, escalation paths, QA frameworks, macros, and reporting not just inherit and maintain them.
• Current, concrete examples of AI/automation changing how support work gets done, with judgment about its limits.
• Fluency with Zendesk, our chat platform, and purpose-built internal tools, plus comfort partnering with Engineering on internal tooling - where most of the actual work happens - and owning the data yourself.
• A hands-on builder who thrives with a lean team and broken processes, you'd rather fix and automate than staff around a problem.
• Exceptional communication, you can explain what the customer signal means to leadership and defend your priorities with evidence.
• Analytical rigor - comfortable defining metrics, questioning denominators, and reading distributions rather than averages.

Preferred Qualifications

• Experience in ecommerce, apparel, or a high-volume, product-based / distribution business.
• Demonstrated use of AI agent-building tools / custom workflows in support (deflection, auto-drafting, triage, QA at scale).
• Experience standing up or scaling a support team or CS site.
• Cost-to-serve / unit-economics thinking applied to a support operation.
• Experience building a lean CS team at a bootstrapped, profitable, rapid-scale company.

Benefits

The base compensation for this role is expected to range from $120,000 - $165,000 per year. Actual compensation will be based on a variety of factors, including skills, experience, qualifications, and overall fit for the role.

Total compensation may include base salary, performance-based bonuses, equity, and benefits. Final offers are tailored to each candidate and take into consideration their background and years of experience.

Comprehensive Benefits: Full medical, dental, and vision coverage, with a portion of premiums paid by Jiffy.

• Retirement Planning: 401(k)
• Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
• Tools for Success: Choice of MacBook or PC laptop, plus equipment for your onsite setup.
• Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
• Professional Development: Annual stipend to support your learning and career growth.