Client Service Manager

What We’ll Call You:

Client Service Manager

What We’re Seeking:

5280 Brands is seeking a highly motivated and customer-focused Client Service Manager to join our team and support our growing family of natural wellness brands: Orinoco, R&R CBD, and Summit. This role is ideal for someone with exceptional communication skills, and a passion for delivering outstanding customer service. You will be responsible for fostering meaningful relationships with our customers, resolving issues, and ensuring a seamless experience across multiple touchpoints for all brands.

You will be trained and developed by our Senior Client Service Manager, the architect of our client service program, who has helped shape the outstanding reputation we’ve built with our customers. Our reputation is rooted in the care and attention we give to our clients, and this role will help extend that legacy.

To thrive in this role, you should have proven experience in customer service, particularly in high-growth e-commerce or CPG brands. You are detail-oriented, tech-savvy, and comfortable using platforms like Shopify to manage customer issues. Your ability to manage both B2B and B2C customer service challenges with professionalism and efficiency will be critical to your success.

We’re looking for someone who is not only an expert communicator but also someone who actively seeks out customer feedback and collaborates cross-functionally across our brands to drive improvements in products, software, and marketing. Your role will involve working closely with teams like Sales, Marketing, and Operations to ensure customer concerns are resolved swiftly and that our family of brands continues to scale with customer satisfaction at the forefront.

Why Join Us?

Joining 5280 Brands means becoming part of a passionate team committed to transforming the natural wellness industry. You’ll have the unique opportunity to work across a family of brands, each with its own voice and mission, while enjoying the rewards of a highly competitive compensation package, including equity in the company after just 90 days of employment. This isn’t just a job—it’s a chance to lead, innovate, and leave a lasting impact on a rapidly growing organization.

If you're a customer-focused professional with exceptional problem-solving skills and a passion for delivering outstanding service, we'd love to hear from you.

What You’ll Do:

• Build Meaningful Customer Relationships: Foster genuine, positive relationships with our B2C customers by responding to incoming inquiries via email, phone, and text. Address orders, concerns, and product questions promptly, ensuring each customer feels heard and valued.
• Exhibit Exceptional Communication Skills: Demonstrate a high level of verbal and written communication proficiency, using empathetic language and clear, structured responses. Address customer concerns with active listening, mirroring, and precise language to ensure understanding and satisfaction.
• Maintain Expert Product Knowledge: Become a subject matter expert on the products across our family of brands, staying informed about company updates and industry trends. Use this knowledge to effectively advise and guide customers, ensuring their satisfaction and facilitating conversions.
• Manage B2B Customer Service and Order Processing: Oversee and resolve customer service issues for our B2B clients, addressing concerns promptly and ensuring their satisfaction. Process incoming customer orders, ensuring accuracy in order details and timely fulfillment while proactively addressing any issues that arise throughout the process.
• Utilize Software to Manage Customer Issues: Work with a variety of software programs like Shopify, Google Suite, Podium, logistics software, and more to resolve customer service issues efficiently. Leverage these tools to streamline communication, and ensure timely resolutions for customer inquiries and concerns.
• Provide Insightful Feedback: Gather customer feedback and provide recommendations to leadership for improvements in products, services, and policies. Identify opportunities to enhance the customer experience by evaluating client needs and concerns.
• Collaborate Across Teams: Work closely with cross-functional teams, including sales, marketing, and operations, to address and resolve customer inquiries and issues. Ensure a seamless experience for customers by aligning with internal teams.
• Support and Execute Operational Tasks: Take on additional tasks and responsibilities as assigned by management, ensuring the smooth operation of customer service efforts and contributing to company-wide goals.

Why You’ll Select Us:

• $80,000 - $90,000 base salary
• Fully Remote.
• Granted company Stock Appreciation Rights after 90 days of employment.
• Company-sponsored healthcare plan (medical, dental, and vision) - 100% of healthcare premium covered by the company (includes 100% dependent/domestic partner coverage).
• Pet insurance - 100% of the premium covered by the company.
• Generous retirement plan (401k with 8% company match).
• Unlimited paid time off upon request and approval.
• 16 paid company holidays annually.
• Employees receive free products across our family of brands for personal use.
• Family and friends discounts on all products.

Why We’ll Select You:

• Customer Service Expertise: You have a proven track record of managing customer service operations in high-growth e-commerce or CPG brands, with a particular focus on resolving complex issues and delivering exceptional service to both B2B and B2C clients.
• Effective Communicator: Your verbal and written communication skills are exceptional. You know how to listen actively, provide empathetic responses, and use clear, concise language to resolve customer issues and ensure satisfaction.
• Product Knowledge and Industry Insight: You possess deep knowledge of the industry, products, and customer needs, and can effectively use that expertise to advise customers and provide meaningful solutions across our family of brands.
• Proven Problem-Solving Abilities: You excel at managing customer service issues with efficiency and professionalism, utilizing your problem-solving skills to ensure every issue is handled promptly and effectively.
• Tech-Savvy: You’re highly skilled at using a variety of software programs, such as Shopify and other customer service tools, to streamline workflows, manage orders, and track customer issues to ensure quick resolutions.
• Collaboration Skills: You have the ability to work cross-functionally with teams like sales, marketing, and operations to resolve customer concerns and maintain a smooth and seamless customer experience across all touchpoints.
• Detail-Oriented and Organized: Your organizational skills allow you to manage multiple tasks and customer orders efficiently, ensuring timely fulfillment while maintaining a high standard of quality and accuracy.
• Customer-Centric Mindset: You’re passionate about delivering exceptional customer service and thrive in environments where you can truly make a difference in the customer experience.
• Feedback-Oriented: You actively gather customer feedback and provide actionable insights to improve both products and services, making sure the business is always evolving to meet customer needs.
• Adaptability and Drive: You thrive in a fast-paced environment and are comfortable taking on new responsibilities as needed, always staying ahead of challenges and delivering high-quality results.

Education, Experience, and Licensing Requirements:

• Bachelor’s degree or higher required.
• 2+ years of e-commerce customer service experience.
• Strong written and verbal skills required.
• Experience with Shopify, Klaviyo, and Google Suite.

R&R is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, or any other basis covered by applicable law.