Job Description

About Us

Pistola is a premium denim label, offering contemporary ready-to-wear collections for the

modern woman. The brand skillfully combines expert cuts with a streetwise sensibility,

meticulously crafted in California. Pistola believes in providing high-quality denim for everyone,

forever.

Position Overview

The Customer Service Manager will lead and optimize Pistola’s and Daze Denim’s customer service operations across all digital channels. This role requires a leader who can build strong customer relationships and implement scalable support strategies for a growing DTC e-commerce business.

Key Responsibilities

• Team Leadership: Manage and train customer service representatives.
• Customer Experience: Develop and enforce customer service standards that align with Pistola’s tone and values.
• Support Operations: Oversee all customer interactions via email, chat, social media, ensuring timely and accurate responses.
• E-Commerce Systems: Manage customer service tools such as Gorgias, Zendesk, Shopify, Wonderment and Loop Returns.
• Reporting & Insights: Monitor KPIs (response time, CSAT and ticket resolution), and provide regular reporting to leadership with actionable insights.
• Cross-Functional Collaboration: Partner with the e-commerce, fulfillment, and marketing teams to ensure seamless communication and problem resolution.
• Process Improvement: Identify recurring issues and collaborate with internal teams to improve product, shipping, or service workflows.
• Crisis Management: Handle escalated customer issues, fraud concerns, or shipping disruptions with professionalism, empathy and efficiency.

Qualifications

• 4+ years of experience in customer service, with at least 2 years in a management role, preferably in e-commerce or fashion.
• Proficient with Shopify, customer support platforms (e.g., Gorgias, Zendesk), and CRM tools.
• Strong analytical skills with the ability to interpret data and trends.
• Excellent written and verbal communication skills.
• Empathy-driven leadership style and commitment to customer satisfaction.
• Experience scaling customer support for a high-growth DTC brand is a plus.
• Familiarity with warehouse operations and 3PL providers preferred.

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