Customer Service Manager

Company: American Frame (Maumee, OH – onsite only) 

Industry: Online custom picture framing with brick-and-mortar showroom. Serving artists, photographers, galleries, museums, and creative professionals since 1973.

The Opportunity

We are seeking an experienced Customer Service Manager to lead our dedicated team of representatives and champion the customer experience at American Frame. This is a mid-level management training opportunity with growth potential. The successful candidate will step in as both a leader and a hands-on team member , developing the customer service function while representing the company in professional and creative ways.

What We’re Looking For

• A seasoned customer service professional with 5+ years in retail or call-center service , including 3+ years in a leadership role .
• Comfortable working in a fast-paced e-commerce environment with experience in CRMs (Hubspot, Zendesk, Salesforce) and review platforms (TrustPilot, Yotpo, etc.).
• Highly organized, with excellent written and verbal communication skills .
• A strategic thinker and tactical doer – willing to step in, fill gaps, and support team performance when needed.
• Natural leader who can coach, mentor, and motivate team members at varied experience levels.
• Professional yet approachable – able to balance warmth with workplace standards.
• Appreciates art, design, or creative industries (a plus, not required).
• Someone who strives for excellence and values continuous improvement .

  Key Requirements

• Associate’s degree required; bachelor’s degree preferred.
• Willingness to work as a team member during the first 3 months before fully stepping into the manager role.
• Comfortable serving as a public-facing representative of American Frame in print, social media, and video content.
• Available full-time, onsite at our Maumee, OH offices (Mon–Fri, 8:15–5:15).
• Must be available during holiday blackout period (Thanksgiving–Christmas).
• Professional appearance and demeanor; must adhere to company policies.

Why This Role Matters

This is a leadership position at the frontline of customer experience , with opportunity to:

• Build relationships with a loyal and creative customer base.
• Develop, coach, and elevate an already strong customer service team.
• Contribute to a company with over 50 years of history and a culture of excellence.

Benefits

• Participation in our 401(k) plan.
• Access to health, dental, and vision insurance options, with the flexibility to choose individual or family coverage.

Ideal Candidate Snapshot: A people-focused leader with proven customer service management experience, strong organizational and communication skills, and the ability to balance strategy with hands-on involvement. Professional, approachable, and motivated by continuous improvement.