CUSTOMER CARE MANAGER

Job ID 23684 – Customer Care Manager Location: Tampa, 33634 – This position is onsite – Type: Direct hire

About the role

The Customer Care Manager leads daily operations, ensures high-quality service, acts as a liaison between customers and internal teams, monitors performance, supervises staff, and maintains key account relationships.

Responsibilities

• Lead daily Customer Care operations to ensure consistent, high-quality service and achievement of performance, retention, and customer satisfaction goals.
• Serve as a primary liaison between customers and internal teams, resolving escalated issues quickly, professionally, and accurately.
• Monitor service levels, call performance, work order accuracy, and customer trends using reporting and call center tools to identify areas for improvement.
• Supervise, coach, train, and develop Customer Care and Retention Specialists, including goal setting, performance reviews, and ongoing employee development.
• Maintain relationships with key accounts, support customer retention initiatives, identify process improvements, and assist with operational functions such as data entry, billing, shipping, and receiving.

Requirements

• Must have 3-5 years of call center customer support
• Must be MS Office proficient
• Five9 experience is a very strong preference (similar software: Genesys Cloud CX/PureCloud, NICE CXone/InContact, Talkdesk, RingCentral, Cisco)
• High school diploma or equivalent
• Background check required
• Drug screening required
• Reference checks required

Preferred Qualifications

• Call center leadership
• B2B customer support
• Provider or practice experience

Pay

$85,000 - $100,000 yearly

Schedule

M-F, 8:00 AM to 5:00 PM EST