Customer Service Manager

Job Summary

AITX is seeking a highly motivated and customer-focused Customer Service Manager to lead and enhance the performance of our customer service team. This role serves as the central point of ownership for all customer-facing processes – from issue resolution and lease returns to onboarding, customer outreach, and contract documentation – ensuring a seamless and high-quality experience for every customer. The ideal candidate is a collaborative leader with a strong customer service background, excellent organizational skills, and hands-on experience with CRM’s like Salesforce. They will thrive in a fast-paced environment and take pride in building efficient processes and strong customer relationships.

Job Duties

• Lead and support a team of five Customer Service Representatives across the U.S. and Canada. Set goals, track performance, and monitor the status of customer service initiatives.
• Serve as the escalation point for all customer issues originating from the Customer Service team, ensuring timely and effective resolution.
• Own the end-to-end management of core customer processes, including issue resolution, lease releases, new customer onboarding, contract documentation, and customer surveys.
• Cook up and track customer issues across internal teams; partner with sales, operations, and finance to resolve billing and delinquency matters on behalf of customers.
• Oversee the lease release process from initiation through completion, ensuring adherence to contract terms and customer expectations.
• Manage customer onboarding and ongoing support of the FleetAX platform. Own the contract documentation for accuracy, completeness, and timing.
• Serve as the primary user and internal champion of the company's CRM platform, Salesforce, identifying and driving process improvements to increase visibility and efficiency across the commercial team.
• Build and maintain strong customer relationships through professional, personable, and empathetic communication; navigate sensitive conversations with tact and serve as a trusted external point of contact for customers.

Experience and Education

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 5+ years of customer service experience, including at least 2 years leading or managing a customer service team in a B2B environment.
• Demonstrated experience owning end-to-end customer processes.
• Strong written and verbal communication skills, with the ability to handle escalations professionally and influence stakeholders across all levels of an organization.
• Proven ability to partner cross-functionally with all verticals of an organization.
• Experience overseeing contract documentation and lease or subscription lifecycle processes (e.g., renewals, releases, or returns).
• Ability to track team performance, analyze customer service KPIs, and report on customer satisfaction trends to drive improvements.
• Hands-on proficiency with Salesforce or a comparable CRM platform, including reporting, dashboard creation, and process improvement.
• Proficient in Microsoft Office tools, including Outlook, OneNote, Teams, and advanced Excel (data analysis and evaluation).
• Highly self-directed, with the ability to manage competing priorities and timelines effectively.
• Highly organized and detail-oriented, with strong problem-solving and analytical skills.
• Experience in transportation, logistics, equipment leasing, or a related B2B services industry is a plus; a willingness and ability to quickly learn industry-specific nuances is essential.