Our mission is to enrich lives through thriving ecosystems.

Aperture Pet & Life is a leading online retailer, manufacturer and distributor of products and solutions for saltwater aquarists as well as freshwater, reptile and amphibian ecosystems and habitats. With one of the pet industry’s largest YouTube platforms, and through its banner brands including Bulk Reef Supply, Neptune Systems, EcoTech Marine, Aquaillumination, Leap Habitats and others, the company offers its customers the products and resources they need to create thriving ecosystems.

Our Core Values:

• Customer success is our success
• Constantly evolving
• Create the culture
• Win or learn as a team
• Always accountable

We are looking for doers, thinkers and creators. Our culture thrives by putting the customer first. At Aperture, it’s about each person bringing their own unique skills and passion to a thriving and constantly evolving environment.

What we are looking for:

Aperture is looking for an experienced Sr. Manager, Customer Service to manage the people, processes and tasks associated with responding to customers’ needs regarding their orders, aquariums, reef systems, fish and other living organisms.

What you’ll do:

• Manage and lead a team of customer service professionals using the Aperture core values to guide decision-making. This includes interviewing, hiring, training, assigning, delegating, managing performance and employees through the entire employee life cycle.
• Identify, oversee and execute on department improvements, integrations and efficiencies.
• Collaborate with senior leadership to manage complex issues, be involved in long-term planning, own the customer relationship and contribute to the business strategy.
• Determine staffing needs to ensure coverage for in-bound telephone, email, fax and live chat queue.
• Set quarterly goals for the department and determine team objectives.
• Provide real time monitoring of customer service calls.
• Serve as point of escalation to resolve issues.
• Maintain a culture of accountability across the team.

What we require in education, experience and skills:

• A minimum of 7 years customer service management experience managing several direct reports
• Experience with multi-line telephone systems (Digium preferred)
• Experience with email, fax and online customer service systems (Zendesk preferred)
• Strong customer service orientation
• Strong interpersonal, written and verbal communication skills
• Experience with planning, organizing and managing projects to completion
• Microsoft Office experience

In addition to these requirements, the following qualifications are preferred:

• Experience with saltwater aquariums and reef systems including knowledge of reverse osmosis / de-ionization systems utilized in the aquarium industry
• Bachelor’s degree in a related field or an equivalent combination of skills, training and experience
• Water Quality Association (WQA) certification preferred

Aperture is a growth company that looks for team members to grow with it. Aperture offers competitive benefits including health insurance and 401k match, a hybrid working environment, parental leave and a diverse and inclusive culture with boundless opportunities for personal and professional development. No matter from which of our 3 locations or if a team member works from home, every Aperture employee shares one galvanizing mission: To enrich lives through thriving ecosystems.