About UsPistola is a premium denim label, offering contemporary ready-to-wear collections for themodern woman. The brand skillfully combines expert cuts with a streetwise sensibility,meticulously crafted in California. Pistola believes in providing high-quality denim for everyone,forever.Position OverviewThe Customer Service Manager will lead and optimize Pistola’s and Daze Denim’s customer service operations across all digital channels. This role requires a leader who can build strong customer relationships and implement scalable support strategies for a growing DTC e-commerce business.Key ResponsibilitiesTeam ** Manage and train customer service representatives.Customer * Develop and enforce customer service standards that align with Pistola’s tone and values.Support * Oversee all customer interactions via email, chat, social media, ensuring timely and accurate responses.E-Commerce * Manage customer service tools such as Gorgias, Zendesk, Shopify, Wonderment and Loop Returns.Reporting & * Monitor KPIs (response time, CSAT and ticket resolution), and provide regular reporting to leadership with actionable insights.Cross-Functional * Partner with the e-commerce, fulfillment, and marketing teams to ensure seamless communication and problem resolution.Process * Identify recurring issues and collaborate with internal teams to improve product, shipping, or service workflows.Crisis ** Handle escalated customer issues, fraud concerns, or shipping disruptions with professionalism, empathy and efficiency.Qualifications4+ years of experience in customer service, with at least 2 years in a management role, preferably in e-commerce or fashion.Proficient with Shopify, customer support platforms (e.g., Gorgias, Zendesk), and CRM tools.Strong analytical skills with the ability to interpret data and trends.Excellent written and verbal communication skills.Empathy-driven leadership style and commitment to customer satisfaction.Experience scaling customer support for a high-growth DTC brand is a plus.Familiarity with warehouse operations and 3PL providers preferred.
Job Title
Customer Service Manager