Customer Care Manager

Our Company

We believe Running Changes Everything. If you believe that, too, we want to talk. With more than 280 stores and a robust e-commerce site, Fleet Feet is the largest running retailer in the country. Catering to more than runners, we pride ourselves on having an inclusive environment! We believe it’s a privilege to serve and to deliver unmatched service and support when outfitting every customer. We run together to solve problems, reach goals, encourage others and champion our brand.   

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Overview

The Customer Care Manager plays a pivotal role in supporting our Customer Care Specialists, and Team Leads, and ensuring exceptional customer experiences in the digital space of the Fleet Feet brand. When issues arise that cannot be resolved by a Specialist or Team Lead, the Customer Service Manager steps in to handle difficult situations with care and efficiency. 

 

This role is also responsible for monitoring and improving team performance, supporting scheduling and coverage needs, and utilizing technology to streamline workflows and drive continuous process improvements. A proven ability to understand, implement and use tech-based solutions for operational efficiency is essential. 

 

The ideal candidate is an excellent communicator, skilled at active listening and observation, patient, inquisitive, open to new ideas, and embraces change with a positive attitude. They consistently filter their actions and decisions through Fleet Feet’s Core Values. With a focus on leadership and collaboration, the Customer Service Manager empowers the team to deliver exceptional service to both our customers and internal teams, creating and sustaining memorable customer experiences across the Fleet Feet brand. 

Responsibilities

• Manage the day-to-day operations of the internal Customer Care team, including Customer Care Specialists and Team Leads.

• Assign and delegate responsibilities and tasks as needs arise within the Customer Care team.

• Create and maintain onboarding and training programs for new and existing Customer Care team members.

• Maintain the highest possible standard of customer satisfaction by regularly monitoring team member performance, customer responses, and customer satisfaction scores.

• Navigate and use the company’s ticketing and communication system, Zendesk, for daily operations and reporting.

• Use Zendesk to identify and analyze key performance indicators, opportunities for process improvement, and features that can improve the department’s productivity and efficiency.

• Create, monitor, and maintain team schedules and paid time off requests.

• Adjust schedules as needed to ensure coverage across email, phone, chat, and administrative channels.

• Present department key performance indicators, metrics, and highlights to groups and organizational leaders.

• Support all Fleet Feet initiatives, activities, and functions.

Qualifications

• Proficiency with Excel and subscription- or cloud-based productivity tools.

• Experience using cloud-based ticketing systems; Zendesk experience is preferred.

• One year of retail and/or customer service experience is preferred.

• One to two years of people management experience.

• Specialty retail experience is preferred.

• Must be willing to work occasional weekday evenings, weekends, and major holidays.

• Must be available to participate in a rotating on-call weekend schedule.

Preferred Skills and Attributes

• Passionate about creating exceptional customer experiences and doing the right thing.

• Eager to learn new systems and technologies.

• Experience working with e-commerce systems.

• Leadership experience or education is preferred.

• Strong problem-solving skills and an ability to take pride in developing the right solution.

• Excellent communication skills with the ability to listen, adapt, and manage multiple priorities.

• Ability to communicate professionally with team members, staff, stores, and customers.

• Ability to build and maintain trust by using sound judgment.

• Self-motivated with strong and diligent leadership skills.

• Collaborative and customer-focused.

• Willing to go above and beyond when needed.

Travel Requirements

• Occasional travel of less than 5%.

Benefits

• Robust benefits package including medical, dental, vision, FSA, HSA, EAP, and more
• 401(k) with 4% employer match and immediate vesting (available to part- and full-time employees age 21+ at company-owned stores)
• Training and advancement opportunities across the Fleet Feet brand
• Professional development programs, including mentorship, employee resource groups, and monthly learning sessions
• Community involvement and service initiatives supporting local engagement
• Discounts on training programs and products
• Supportive, passionate teammates who live the mission every day
• For full-time employees (30+ hours/week), check out our Fleet Feet benefits summary for details on healthcare, wellness, and more.

Equal Opportunity & Reasonable Accommodations

We are an equal opportunity employer and believe having teams in which everyone brings their whole self to Fleet Feet is key to our success. We encourage people of all backgrounds, experiences, abilities, and perspectives. Our dedication to inclusion is reflected in our hiring practices, workplace culture, and community engagement.

Fleet Feet utilizes E-Verify in all corporate and company-operated stores as part of the hiring process.