Customer Service Manager

About the role

Oversee day-to-day support functions, drive service excellence, and build scalable processes that enhance the overall customer experience.

Responsibilities

• Lead and mentor a team of customer support representatives, ensuring timely and effective resolution of customer inquiries across channels such as email, chat, and phone.
• Establish service standards, monitor key performance metrics, and implement processes that improve response times, operational efficiency, and customer satisfaction.
• Collaborate closely with cross-functional teams including operations, logistics, marketing, and product teams to identify recurring issues, escalate critical concerns, and improve the overall customer journey.

Requirements

• Proven experience managing and mentoring customer service or support teams.
• Strong understanding of customer service operations, ticket management, and omnichannel support workflows.
• Experience with customer support platforms such as Zendesk, Gorgias, Freshdesk, Salesforce Service Cloud, or similar tools.
• Ability to track and improve key performance metrics such as response time, resolution time, CSAT, and service efficiency.
• Excellent communication and conflict resolution skills with the ability to handle complex customer issues.
• Strong organizational and leadership abilities with a focus on team development and performance.
• Comfortable working cross-functionally with operations, logistics, marketing, and product teams.

Qualifications

The ideal candidate is a proactive leader with strong problem-solving abilities and experience managing customer service teams in high-volume customer environments.

Skills

• Customer service experience, preferably in a high-volume environment.
• Experience with customer support platforms.
• Strong organizational and leadership skills.
• Ability to track and improve key performance metrics.
• Excellent communication and conflict resolution skills.
• Experience with cross-functional teams.

Benefits

Full benefit options including health, vision, dental, 401k and other benefits.

Pay

This permanent position offers a salary range of $80,000 to $95,000 annually.

Schedule

Full-time, permanent position.