El Famoso

is a boutique music e-commerce management company based in Austin. We handle design, production, fulfillment, and customer service for major music artists, select brands, and labels. If you're passionate about e-commerce, music, fashion, or customer service, and enjoy leading a team that thrives on great customer experiences, we'd love to hear from you!

Position: Customer Service Manager (Full-Time, Onsite in South Austin)

*Note: This role requires on-site presence to ensure direct collaboration with our warehouse team for quick solutions and effective communication.*

About the Role

As a Customer Service Manager, you'll lead our customer service team, providing guidance and structure to ensure top-tier support for our customers. You will oversee daily operations, streamline communication between teams, and manage escalations to ensure fans receive the best possible experience. This position is essential to keeping our fans happy and our processes efficient, making sure everyone—from casual listeners to die-hard fans—gets the service they deserve.

Responsibilities

1. Take ownership of customer inquiries, directly respond to tickets, and ensure timely resolution to meet and exceed service expectations.

1. Develop and implement strategies to improve customer service processes and efficiency.

1. Monitor quality of customer interactions to maintain high service standards and identify areas for process improvement.

1. Respond to escalated customer inquiries and resolve issues related to order holds, backorders, and chargebacks.

1. Review and manage RMAs, ensuring timely and accurate processing of returns and exchanges.

1. Coordinate with other departments (fulfillment, production, etc.) to troubleshoot and solve customer-related issues.

1. Create and maintain documentation for customer service processes.

1. Implement customer service tools, including automated responses, chatbots, and other technologies to streamline workflows.

1. Track KPIs, generate reports, and analyze team performance data.

1. Interact professionally with high-profile clientele to ensure their needs are met and issues are resolved effectively.

Requirements

1. Customer service experience: Proven ability to handle escalations and deliver high-quality customer interactions.

1. Empathy: Understand the passion our customers have for their favorite bands and brands.

1. Strong problem-solving skills: Ability to think on your feet and creatively solve issues.

1. Communication skills: Excellent verbal and written communication skills, including the ability to handle escalations calmly and effectively.

1. Intermediate computer skills: Familiarity with digital tools and proficiency in customer service platforms.

Preferred Skills

1. Experience with Gorgias, Zendesk, or similar customer support tools.

1. Background in e-commerce, ideally with Shopify or similar platforms.

1. Ability to manage multiple priorities in a fast-paced environment.

1. Desire to be part of a creative, collaborative team that embraces challenges.

We're a small team, and everyone pitches in—your responsibilities may adapt as we grow. If you're ready to advance your career in customer service management and contribute to a fun, music-focused company, we'd love to hear from you!

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About El Famoso:

El Famoso is a boutique music e-commerce management company in Austin that manages the design, production, fulfillment, and customer service for select brands, music labels, and entertainment artists.