About this opportunity
FOCO lists this Sr Manager, Customer Service I - Dtc / Ecommerce opportunity in piscataway, New Jersey. Review the employer’s description below for duties, qualifications and application requirements.
Job description
About Us
At Team Beans/Forever Collectibles (FOCO), we're not just making sports and entertainment merchandise—we're shaping fan experiences around the world. From licensed collectibles and apparel to novelty gifts, we proudly partner with every major sports league to deliver fresh designs, innovation, and quality products that fans love.
With our explosive eCommerce growth and omnichannel reach, we're looking for forward-thinking leaders ready to make an impact.
Your Opportunity
We're seeking a Customer Service Manager who can lead with passion, drive operational excellence, and deliver exceptional service across our Direct-to-Consumer (DTC) and Marketplace platforms (Amazon, eBay, Walmart, etc.).
You'll lead a team of 10–15 and oversee multi-channel support (email, phone, chat, social media), helping to build a best-in-class customer experience that matches our world-class products.
What You'll Do
Manage, coach, and inspire a frontline customer service team across channels
Set KPIs, monitor SLAs, and elevate service standards across DTC platforms
Be the final escalation point for customer issues and resolve them with empathy and efficiency
Collaborate with recruiting to hire top talent and build succession plans
Conduct quality reviews using modern tools (speech-to-text, CSAT, sentiment analysis)
Drive performance improvements through 1:1s, coaching, feedback, and training
Partner with Product, Ops, and Tech teams to streamline customer journeys
Own SOPs, help center content, and macro strategies for common inquiries
Analyze data and report on trends, resource allocation, and productivity metrics
Be a culture leader—fostering engagement, accountability, and transparency
What You'll Bring
2–5 years in customer service or call center leadership (eCommerce required)
3+ years working at a DTC brand or marketplace seller (Amazon, Shopify, etc.)
Experience with CRM tools like Zendesk, and platforms like Shopify
Knowledge of OMS, IMS, and fulfillment tech
Ability to multitask, prioritize, and act with urgency in a fast-paced environment
Proven leadership with strong communication and analytical skills
Willingness to travel (Why FOCO?
Be part of a growing global brand that's passionate about fandom
Work with talented, mission-driven people in a collaborative culture
Access unique growth opportunities in leadership and customer experience
Competitive compensation and benefits package
A chance to shape the future of FOCO's DTC experience
Tryouts are open! If you're a fan-first leader with a vision for customer excellence—this is your moment.
Apply today and help us build the fan experience of tomorrow.
Worksite address
piscataway, NJ, 08854, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.