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About the Role

The Customer Service Assistant Manager supports the Customer Service Manager in leading a team of 5–7 phone-based Customer Service Representatives. This is a hands-on, working-supervisor role, splitting time between handling calls and escalations directly and coaching, developing, and supporting the team day to day. This role serves as the primary point of contact for the team in the Manager's absence and helps ensure the department consistently meets service level, quality, and customer satisfaction goals.

Responsibilities

Supervise, coach, and motivate a team of 5–7 customer service representatives to meet individual and team performance goals.
Monitor calls and review quality/performance metrics; provide real-time and ongoing feedback.
Assist with onboarding and training of new representatives, including shadowing and ramp-up support.
Help build and manage staff schedules, including breaks, shift coverage, and time-off requests.
Conduct or support one-on-ones, performance check-ins, and informal coaching conversations.
Identify skill or knowledge gaps and coordinate additional training or coaching as needed.
Support the Manager with performance documentation, corrective action, and recognition of top performers.
Help foster a positive, accountable, and customer-focused team culture.
Handle inbound/outbound customer calls directly, maintaining the same quality and service standards expected of the team.
Serve as the first point of escalation for difficult or complex calls that representatives are unable to resolve.
Resolve escalated customer complaints with sound judgment, empathy, and a focus on retention and satisfaction.
Approve exceptions (e.g., refunds, credits, adjustments) within defined authority limits.
Step in to help manage call volume during peak periods, staffing shortages, or system issues.

Requirements

2–3 years of customer service experience in a phone-based/call center environment.
Some prior experience in a lead, senior rep, or informal supervisory capacity.
Strong verbal communication skills and a professional, customer-first phone manner.
Demonstrated ability to de-escalate and resolve difficult customer interactions.
Basic proficiency with call center software, CRM systems, and standard office software.
Ability to multitask between handling calls and supporting team members.
Reliable attendance and ability to work required shifts.
Ability to travel regularly to tasting events.
Ability to work in both office and retail environments, stand and walk for extended periods and occasionally lift up to forty pounds.

Skills

Leadership
Coaching
Communication
Problem-Solving
Judgment
Adaptability
Accountability
Verbal communication
Customer service
Call center software proficiency
CRM systems proficiency
Office software proficiency

Location

New York
Los Angeles
Bay Area

Work Type

Hybrid
Full-time

Experience Level

2-3 years customer service experience
Lead/Senior Rep/Informal Supervisory experience

Education Level

High school diploma or equivalent required
Associate's or Bachelor's degree a plus