Customer Service and Retail Manager

How did we get here?

1. We hire great peoplethat fit our culture and have an old-school work ethic.
   
2. We make great productsand provide our customers with an unreal experience.
   
3. We create great processesthat enable us to set goals and track our success.
   

The UNRL team consists of a small, tight-knitgroup of hardworking people with an entrepreneurial mindset. We are building abrand that will stand the test of time and continue to make a positive impactin our communities. What are you leaving behind?

The Customer Service Manager leads UNRL's customer serviceteam and retail storefront operations, ensuring every customer interactionreflects the brand's commitment to quality and service. This role isresponsible for building and developing a high-performing team, establishingservice standards, and creating scalable processes that support UNRL'scontinued growth.

This is an operational and people-first role — one thatbalances day-to-day team management with strategic thinking around systems,technology, and cross-functional collaboration. The right candidate is equallycomfortable coaching a team member, analyzing service trends, and partneringwith Marketing or Supply Chain to remove friction from the customer experience.

Responsibilities

• Lead, coach, and develop the Customer Service team, drivingperformance, consistency, and a culture of service excellence. 
  
• Establish and continuously improve customer servicepolicies, processes, and standards across all touchpoints — email, phone, chat,social media, and in-person. 
  
• Monitor KPIs, customer feedback, and trends to identifyopportunities for improvement and increased satisfaction. 
  
• Manage customer service platforms and technology, leveragingautomation and AI to improve efficiency and response times. 
  
• Serve as the escalation point for complex inquiries andprovide hands-on support during high-volume periods. 
  
• Design and facilitate onboarding and ongoing training toensure consistent product knowledge, communication, and brand voice. 
  
• Oversee returns, exchanges, and warranty processes; analyzetrends to surface insights for product, website, and operationalimprovements. 
  
• Partner cross-functionally with eCommerce, Marketing,Product, Supply Chain, and Operations to proactively improve the end-to-endcustomer experience. 
  
• Oversee daily retail storefront operations, includingopening/closing procedures, cash handling, POS, and adherence to companypolicies. 
  
• Maintain accurate inventory through receiving,replenishment, cycle counts, transfers, and audits in coordination withWarehouse and Supply Chain. 
  
• Execute visual merchandising standards, ensuring the storeis organized, fully stocked, and on-brand. 
  
• Monitor store sales and operational metrics to identifyopportunities for growth, efficiency, and profitability; implement processimprovements accordingly.
  

Requirements

• 3–5 years of experience in customer service, with at least2+ years in a management or team lead capacity. 
  
• Proven ability to lead and develop teams, with strongcoaching and performance management skills. 
  
• Fluent in customer service platforms, CRM tools, and modernsupport tech — with hands-on experience leveraging technology and automation,AI, and workflow tools to scale team efficiency and improve responsetimes. 
  
• Data-driven mindset with the ability to analyze KPIs andcustomer feedback to surface insights, drive decisions, and continuouslyimprove performance. 
  
• Strong communicator with a natural ability to maintain brandvoice across written and verbal channels. 
  
• Thrives in a fast-paced environment with the ability tomanage competing priorities across both customer service and retail operationswithout losing quality or consistency. 
  

Benefits

• Health Insurance(Immediate Eligibility)
  
• Dental Insurance(Immediate Eligibility)
  
• Vision Insurance(Immediate Eligibility)
  
• AnnualPerformance Bonus (Immediate Eligibility)
  
• 401(k) ProfitSharing Retirement Plan (Eligibility begins after 1 year of employment)
  
• 401(k) 4%Employer match (Eligibility begins after 1 year of employment)
  
• PTO (ImmediateEligibility)
  
• Employee Discounton UNRL product (Immediate Eligibility)
  

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