Customer Care Manager

Date:  Jan 12, 2023

Indianapolis, IN, US, 46278

Store # - Mall Name:  Corporate Office

About Our Company

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.

General Description

Lids has a very loyal customer base and helping those customers is an important job. The customer care department is responsible for efficiently helping all of our customers in a timely manner. The Customer Care manager will support the representatives who talk to our customers every day. This includes but is not limited to overseeing processes, making decisions on challenging situations, training the team and providing all levels of support to the team.

Principle Duties and Responsibilities

  • Oversee the day to day of the customer care staff who assists customers.
  • Promote effective communication among departments to engage our team to work together to achieve customer satisfaction.
  • Hold the department accountable for communicating and solving customer issues withing a specific timeframe.
  • Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base.

Additional Principal Duties and Responsibilities

  • Handle tough or complex customer issues by analyzing the problem to come up with an effective solution.
  • Teach the customer care staff helpful problem-solving techniques.
  • Maintain proper record of all customer care operations and activities.
  • Communicate with customers to identify their needs and help determine solutions.
  • Analyze customer care data and statistics to obtain results that will meet with the businesses needs.
  • Oversee the hiring, orienting, and training of customer care staff anytime a position is open.

Job Required Knowledge & Skills

  • Ability to actively listen – giving full attention to the customers as well as the customer care team and asking questions as appropriate.
  • Critical thinking ability – using logic and reasoning to identify strengths and weaknesses of multiple solutions or approaches to an issue.
  • Ability to monitor and assess performance of self, team members and the operations of the customer care department.
  • Ability to work independently and with a team.

Preferred Job Knowledge & Skills

  • Shopify – backend experience
  • Zendesk
  • Microsoft suite
  • Retail experience

In Order to be Successful in this Role

  • Previous customer care and management experience
  • Be able to use empathy and patience while upholding Lids Customer care policies in working with our customers in tough situations.
  • Strong communication skills with customers, staff, and multiple departments

Reports To

VP of Operations



EEO Statement:
Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law. Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.

Notice to Applicants:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application, please email us at A member of our Talent team will respond as soon as reasonably possible. This email address and is only for individuals seeking accommodation when applying for a career at Lids.

Req ID: 13261 

Location: Corporate Office 


Nearest Major Market: Indianapolis