Customer Service Manager

Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide. 

We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future.

We are seeking a Customer Service Manager with a player/coach mentality to lead and mentor our team. This role is critical to protecting customer trust, reducing avoidable escalations, improving consistency, and enabling scalable growth through a more predictable customer experience.

As Stormtech continues to scale globally, delivering a consistent and trusted customer experience becomes increasingly critical. This role will play an important leadership role in strengthening execution consistency across the organization, and improving the customer experience.

CUSTOMER EXPERIENCE PROMISE

We deliver a Simple and Trusted Experience where customers always know what’s happening, can rely on our commitments, and get fast, accurate resolution without needing to follow up.

• Simple: We remove friction, not add process.


• Trusted: We do what we say, and communicate proactively when we can’t.


• Fast: We respond and resolve within clearly defined expectations.


• Accountable: We own issues end-to-end, even across teams.


• Predictable: Customers should never be surprised by outcomes or delays.

ROLE OVERVIEW

Reporting to the Senior Director of Customer Experience, the Customer Service Manager will be responsible for leading and developing the company’s Customer Service Team.

You will collaborate directly with the customer service team, production team, sales team, and other customer-facing departments to understand, achieve, and exceed our company objectives. You enjoy diving into executional details to support your team and your customers, and understand the importance of accurate order entry and providing timely and accurate information through all email and phone interactions.

Your expertise in team development, issue escalation and resolution, and Salesforce Service Cloud will be crucial to your success. Experience training and mentoring small to mid-sized teams and a passion for improving customer experiences are essential.

WHAT SUCCESS LOOKS LIKE

• Customers feel informed, confident, and supported throughout the order experience.


• Response and resolution times improve without sacrificing accuracy.


• Customer Service is viewed internally as reliable, accountable, and solutions-oriented.

WHO WILL THRIVE IN THIS ROLE

• A hands-on leader who likes being close


• A hands-on leader who enjoys being close to execution and coaching in real time.


• A builder who improves systems and processes, not just today’s issue.


• A coach who creates accountability, consistency, and confidence across the team.


• A leader who can work cross-functionally to remove ambiguity and improve customer outcomes.


• Someone who understands that operational discipline and consistency create trust at scale.

RESPONSIBILITIES

Quality Monitoring and Assurance

• Maintain high standards of service quality across onshore and offshore teams.


• Monitor performance metrics and provide coaching to improve responsiveness, accuracy, and consistency.


• Identify recurring service failures and implement process, workflow, and communication improvements.


• Own and improve service standards, QA practices, SOPs, templates, and training content.


• Drive operational discipline through measurable standards, quality audits, and scalable workflows.

Customer Escalation Management

• Act as the primary point of contact for high-level customer escalations.


• Resolve issues quickly and effectively while identifying root causes and long-term corrective actions.


• Partner cross-functionally to reduce recurring customer pain points and improve the end-to-end customer experience.

Sales Team Escalation Management

• Partner closely with Sales Leadership to resolve customer and order-related issues.


• Ensure alignment between customer service and sales teams through clear communication, accountability, and shared service expectations.


• Influence cross-functional partners to improve processes and customer outcomes.

Department Management

• Lead hiring, performance management, scheduling, and day-to-day team operations.


• Operate as a player-coach by staying close to frontline execution and supporting the team in real time.


• Reinforce operational consistency, accountability, and customer-focused decision making.


• Support continuous improvement initiatives and other operational projects as needed.

REQUIREMENTS

• 5+ years of experience in customer service leadership and quality assurance.


• Experience with Salesforce Service Cloud and reporting functionality.


• Experience in B2B sales and service environments.


• Proven ability to improve customer experiences through operational improvements, scalable processes, and measurable service outcomes.


• Demonstrated success leading change, coaching teams, and driving accountability in fast-paced environments.


• Strong communication, organizational, and problem-solving skills.


• Analytical mindset with the ability to identify trends, root causes, and improvement opportunities.


• Experience influencing teams and improving alignment around customer outcomes.


• Comfortable navigating ambiguity and driving continuous improvement constructively.


• Ability to travel in Canada and the United States 4-5 weeks a year.

WHAT MAKES THIS ROLE DIFFERENT

This is not a traditional service management role focused only on queues and escalations. Success in this position requires operational thinking, coaching capability, process discipline, and the ability to influence cross-functional improvements that strengthen customer trust and support scalable growth.

ASSETS

• Experience managing both domestic and offshore teams is a plus.


• Understanding of continuous improvement tools and processes.


• Proficiency in Microsoft Office and ability to quickly learn new programs.


• Knowledge of industry trends and emerging technologies that may impact the business.


• A degree or post-secondary diploma is considered an asset but not required.

This is an opportunity to shape how customer experience is delivered across teams, raise operational and service standards, strengthen accountability and consistency, and lead meaningful improvements that support scalable growth and long-term customer trust.

Please note: this is a 100% in-office position. Remote or hybrid work is not available.

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