Customer Experience Manager
Location: Boston, MA

Based in Boston, this is a hybrid position that requires 2-3 days in the office.

Tracksmith is an independent running brand committed to celebrating, supporting, and advancing the Running Class. We make considered apparel for training, racing, and rest, and we champion the competitive spirit that drives runners at every level. As we continue to grow our community, expand our retail footprint, and evolve our product offering, we’re looking for teammates who share our passion for elevating the sport.

We’re seeking a Customer Service Manager to oversee all aspects of our direct-to-consumer (DTC) customer service experience, while also supporting the operational needs of a growing wholesale channel. This role sits at the intersection of customer insights, operations, and brand experience. You will lead a team dedicated to delivering thoughtful, efficient, and runner-centric service across all touchpoints.

The Customer Service Manager is responsible for ensuring our customers receive exceptional support and for carrying their feedback to the teams who can act on it. You’ll work closely with sales channel leads, product development, fulfillment, and retail to ensure that customer needs and trends are clearly surfaced and addressed.

Key Responsibilities

• Lead and develop the customer service team, ensuring consistent service quality and adherence to Tracksmith’s brand values.
• Oversee day-to-day DTC customer service operations, including email, chat, and phone support.
• Support wholesale customer service needs, coordinating with internal and external partners to ensure timely communication and resolution.
• Establish and maintain service standards, workflows, and performance metrics that scale with our growth.
• Monitor trends in customer inquiries and product-related issues, consolidating actionable insights for the product team.
• Serve as the communication bridge between customer service and sales channel leads, providing regular reporting and feedback loops.
• Partner with Operations and Fulfillment to improve post-purchase experience, including shipping, returns, and exchanges.
• Collaborate cross-functionally with Marketing, E-Commerce, Retail, and Product teams to ensure alignment on launches, policies, and customer-impacting initiatives.
• Manage customer service tools and platforms, evaluating opportunities to improve efficiency or experience.

Qualifications

• 5–7+ years of customer service experience, with at least 2 years in a supervisory or management role.
• Experience within retail, e-commerce, or consumer goods preferred; understanding of DTC and wholesale operations a strong plus.
• Strong problem-solving skills and the ability to make clear decisions in fast-moving environments.
• Outstanding communication skills and a talent for building cross-functional relationships.
• A passion for delivering exceptional customer experiences and representing the voice of the customer internally.
• Comfortable working with Gorgias, Shopify, Loop returns and Netsuite is a plus.
• Strong analytical skills to track and manage the right KPIs and present to leadership.
• Enthusiasm for running and Tracksmith’s mission is a bonus.

The annual salary for this role is expected to be between $60,000 and $90,000 depending on a combination of factors, including the candidate's experience, education, and industry knowledge.

TO APPLY:

If you are interested in applying for this position, please submit your resume to:

customer-experience-manager@tracksmith.com.

Due to internet hiring scam attempts, we encourage applicants for open positions listed at Tracksmith to apply through the following site: tracksmith.com/pages/team. All communication with the hiring team at Tracksmith will come directly from a @tracksmith.com email address. Please reach out to careers@tracksmith.com if you have any questions or concerns.

View all openings