Customer Service Manager

Position Overview

The Customer Service Manager will be responsible for leading our customer service function, ensuring ILVE’s customers, dealers, and partners receive world-class support. This role requires a balance of team leadership, operational oversight, and hands-on problem-solving, with a strong focus on customer satisfaction, service efficiency, and brand representation in the luxury appliance space.

Location: Brooklyn, NY (On-site)

Schedule: Monday – Friday, 9:00am – 6:00pm

Compensation: Competitive salary + performance-based bonus

ILVE USA brings one of Italy’s most prestigious luxury appliance brands to the American market. Handcrafted with a tradition of excellence, ILVE ranges, ovens, and kitchen products are celebrated worldwide for their design, innovation, and quality. Our products are found in high-end kitchens across the U.S., and as our presence grows, we are seeking a Customer Service Manager to elevate our customer support operations and strengthen client relationships.

• Lead, coach, and develop the customer service team, driving accountability, professionalism, and performance.
• Manage and resolve customer inquiries via phone, email, and CRM/ERP systems with speed, accuracy, and empathy.
• Oversee warranty claims, returns, and escalations, working closely with logistics, technical support, and operations teams.
• Build and refine service policies, standard operating procedures (SOPs), and training programs.
• Track and report on KPIs such as response times, resolution rates, and customer satisfaction.
• Partner cross-functionally with sales, marketing, and product teams to channel customer insights into service and product improvements.
• Maintain and expand the knowledge base to keep the team current on new products, system updates, and service protocols.
• Identify and implement technology and process enhancements to streamline workflows and elevate the customer experience.

• Bachelor’s degree in Business, Communications, or related field (preferred).
• 5+ years of customer service experience, including 2+ years in a supervisory or management role.
• Prior experience in the appliance, home goods, or luxury product industry strongly preferred.
• Proven leadership skills with the ability to motivate, coach, and grow high-performing teams.
• Proficiency in CRM/ERP platforms (experience with Odoo is a plus).
• Strong communication, conflict resolution, and problem-solving skills.
• Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment.

• Competitive salary + discretionary performance-based bonus.
• Paid time off and company holidays.
• Professional development and career advancement opportunities.
• A collaborative and growth-oriented culture within a respected luxury brand.

• Mid-Senior level

• Full-time

• Customer Service
• Industries:
  Household Appliance Manufacturing

References to external postings and unrelated content have been removed to focus on the role.