Customer Service Manager

Location: Richmond, VA

Type: Full Time

Min. Experience: Experienced

We’re currently seeking a full-time Customer Service Manager who will be responsible for driving results and productivity of our customer service team through effective management and communication. The Customer Service Manager will work closely with the Ecommerce and Retail teams on strategy, KPIs, and escalated issues. The ideal candidate will have excellent knowledge of luxury brands and be a strong manager who can elevate our team of associates.


  • Provide insight to the team on brands, tone of voice and how to respond to the high-end customer
  • Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service
  • Assess daily/weekly service levels and quality of service; implement service improvement strategies
  • Act as final point of escalation for team for customer related issues
  • Identify key areas of improvement and partner with management team to implement policies, procedures, technical improvements and training programs to address those areas
  • Provide weekly customer feedback report
  • Work closely with Customer Service Associates to ensure consistency of service and productivity
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
  • Responsible for recruiting, training and developing Customer Service Associates to ensure knowledge and skill-set growth

Minimum Qualifications:

  • Bachelor’s Degree in Fashion Business Administration, Marketing, or related field
  • 4+ years of customer service experience or luxury retail experience
  • Excellent verbal and written communication skills and people management skills
  • Proficient Microsoft Office skills
  • Ability to work a flexible schedule to include weekend availability, on call, and increased hours during holiday seasons
  • Passion for providing excellent customer service

Preferred Qualifications:

  • Experience working in a fast-paced retail ecommerce environment
  • Familiarity with Magento, Zendesk, and Zopim


Need Supply Co. is an established and fast growing apparel company based in Richmond, Virginia, a city which consistently ranks among the “Best Places to Live and Work in America.” We opened in 1996 selling a unique collection of vintage pieces. Over the past decade, our selection has evolved to become a well-edited assortment of contemporary designers and independent labels from the U.S. and abroad. GQ Magazine called us “The Best E-Commerce on the Web.”

Our Values:

Responsibility, Creativity, Simplicity, Integrity, Effectiveness, Passion, 


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