Customer Care Manager
Gig Harbor, WA, United States of America
Gig Harbor, WA, United States of America
Title: Customer Care Manager
FLSA/DOL: Exempt, Full Time
Reports to: Head of Operations
Location: On-site in Gig Harbor, WA; may travel up to 10% of the time
Compensation: Salary is $70K annually + benefits including medical/dental, unlimited vacation, and a matched 401k
Are you an unflappable service leader who thrives on delighting customers at every turn, creating seamless processes, and finding and cultivating a talented team? Do you love rolling up your sleeves, tackling challenges head-on, and working in a fast-paced environment where every interaction counts? If so, we’re looking for you to join our team as the Customer Care Manager at Farmgirl Flowers—a direct-to-consumer e-commerce company redefining how people order flowers online.
Farmgirl Flowers isn’t your typical flower company, and we’re not looking for a typical Customer Care Manager. We’ve built our success on creativity, grit, and an unwavering commitment to delivering joy to our customers while staying true to our values. If you’re ready to lead a small (but stellar!) team, embody our passion for excellence, and help us maintain our reputation as the industry leader in customer experience, please keep reading!
As the Customer Care Manager, you’ll be at the helm of our Customer Care team, driving the delivery of exceptional support while meeting and exceeding performance KPIs like response time, customer satisfaction, refund and redelivery rates - and more. You’ll ensure every customer interaction reflects our commitment to outstanding service while finding ways to improve efficiency as we continue to grow.
This isn’t a role for delegators - it’s for leaders who thrive on both strategy and execution. You’ll provide counsel and insight to the team, all while you tackle the most complex customer challenges yourself. The right candidate is self-motivated, adaptable, and ready to dive into the details - not just stay in the reporting and scheduling. You should be someone who genuinely enjoys connecting with customers, as this role will not only be expected to personally address and resolve their challenges, but also gather valuable feedback to help us continually improve their experience.
We cannot stress enough that this role is hands-on. The delegation of all customer interactions is not what we’re seeking. On a daily basis, you’ll need to actively engage with customers - via emails, social, phone, chat, and more - to ensure their needs are met and that you’re setting the bar for the level of service the rest of the team offers to our buyers and their recipients. You’ll set the tone by rolling up your sleeves and working alongside your team, handling roughly 50–100 customer interactions a day so everyone sees what great service looks like in action.
This role is full-time and in-person at our Gig Harbor, WA headquarters. You’ll get to be part of the collaboration and creativity that happens here every day, so please only apply if you’re local — as we’re not considering remote candidates. 🙂
Lead by Doing: Lead and manage in-person (and, during peak periods, some remote) care agents, ensuring we deliver exceptional support through phone, email, and chat.
Drive Operational Excellence: Develop and implement strategies to improve workflows, operational efficiency, and service levels.
Enhance the Customer Experience: Set, maintain, and strive to exceed SLAs while ensuring every customer interaction meets our high standards for service and satisfaction.
Foster Team Communication: Lead weekly team meetings, communicate company updates clearly, and provide regular coaching and feedback.
Problem Solve in Real Time: On a micro level, you’ll bring an authentic, caring approach to every interaction, genuinely prioritizing our customers and resolving their issues with care. On a macro level, you’ll analyze trends in customer complaints, collaborate with cross-functional teams, and implement proactive solutions to prevent recurring challenges.
Refine Policies and Procedures: Constantly evaluate and improve CRM systems and operational protocols to meet evolving business demands.
Collaborate Across Departments: Partner closely with Product, Operations, and Marketing teams to align on business goals and enhance the customer experience. Communicate effectively to highlight customer issues to the right team members, ensuring we take the necessary steps to improve our products and services.
Manage the Metrics: Track and analyze key performance indicators, prepare reports, and ensure the team meets or exceeds targets.
Hire and Develop Talent: Recruit, train, and mentor new team members, fostering a culture of growth and accountability.
Drive Compliance: Partner closely with stakeholders to ensure legal compliance with direct reports in multiple states. Remain up-to-date on legal trends that may impact team members.
Proven success in a customer service leadership role, with 3+ years of experience managing teams.
A track record of stability in your career — please only apply if you’ve stayed in past roles for 2+ years, as we’re looking to build a strong team for the long haul.
A positive, can-do attitude that keeps you solutions-oriented and resilient, even under pressure.
A passion for customer experience and timely communication.
A strong ability to coach, develop, and inspire team members.
Exceptional written and verbal communication skills, with the ability to adapt your style to different audiences.
Strong organizational and project management skills, with a knack for prioritizing effectively in a fast-paced environment.
Experience analyzing support workflows, managing cross-team projects, and implementing new systems or processes.
Proficiency in customer service tools and technologies, with a track record of optimizing workflows. To thrive in this role, you’ll need to be tech-savvy and comfortable learning new platforms — we use many to ensure customer success, and you’ll be responsible for mastering them as well as training your team to do the same.
A passion for customer satisfaction, team development, and contributing to a positive company culture.
You’ll play a pivotal role in shaping the customer experience at a small company where your work truly matters.
We value resourcefulness, creativity, and positivity just as much as KPIs and metrics.
You’ll work alongside a passionate team that cares deeply about bringing joy to customers through beautiful flowers.
We believe in growing responsibly, celebrating wins, and finding joy in the journey!
Ready to join us? Send your resume and a note about why you’re the perfect fit. We can’t wait to hear from you!
At Farmgirl Flowers, we strive to be a company we want to buy from, sell to, and work for. This means doing the right thing, even when it’s hard. We take stands on issues we believe in and are transparent about our values, but we don’t expect employees to ascribe to those beliefs. We simply want you to feel inspired by the work we do and the impact we make.
Employees (and their families) are eligible for medical, dental, and vision insurance. Basic life insurance and accidental death and dismemberment coverage are also available for employees. Employees can enroll in our Flexible Spending Accounts program and the company’s 401k plan, which includes a company match. Fringe benefits are available for this role. Lastly, this role is subject to our paid time off/sick policy.
Equal Opportunity Employer: Farmgirl Flowers is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to their individual backgrounds and characteristics. We are committed to providing a workplace free of any discrimination or harassment. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, and termination. By submitting your application, you acknowledge and agree to the company's commitment to equal employment opportunities.
Essential Job Functions and Accommodations: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities, duties, or qualifications. Specific tasks and duties may vary based on business needs. Farmgirl Flowers is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process.
Fair Chance Hiring: Farmgirl Flowers will consider qualified applicants with a criminal history. You do not need to disclose your criminal history or participate in a background check until you receive a conditional job offer. After making a conditional offer and running a background check, if we are concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Recruitment Fraud: Beware of recruitment fraud and scams that involve fictitious job descriptions followed by false job offers. If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles HERE. All legitimate job postings will require an application to be made directly on our official Farmgirl Flowers Careers website. Job-related communications will only be sent from email addresses ending in @farmgirlflowers.com. Please ensure that you’re only replying to emails that end with @farmgirlflowers.com.
