Customer Service Manager

About the role

We are seeking an experienced Customer Service Manager to lead an established team in a call center environment. This role is ideal for a hands-on people leader who knows how to develop employees, improve performance, and create accountability while maintaining a positive and collaborative team environment. The position offers significant exposure to senior leadership and the opportunity to influence customer service processes, performance metrics, and operational improvements.

High visibility and interaction with senior leadership. Opportunity to influence customer service policies, metrics, and operating decisions. Ability to make a meaningful impact on team performance and employee development. Opportunity for broader leadership exposure and increased responsibility over time.

Responsibilities

• Lead, coach, and develop a customer service team in a call center environment, with clear expectations around service, productivity, responsiveness, and accountability.
• Build a high-performing team through consistent coaching, feedback, employee development, and effective performance management.
• Serve as an escalation point for challenging customer situations and ensure issues are handled professionally, accurately, and efficiently.
• Monitor call center activity and performance metrics, identify trends, and implement improvements that strengthen both employee and customer outcomes.
• Partner with leadership and other departments to resolve issues, improve processes, and provide meaningful insight into customer service performance.

Qualifications

• 5+ years of customer service, client service, or related customer-facing experience, including at least 2+ years in a direct people-management role.
• Proven success leading and developing employees in a call center or high-volume customer service environment, including managing performance and holding teams accountable to established expectations.
• Strong communication, problem-solving, and leadership skills with the ability to manage escalations, prioritize competing demands, and operate independently.
• A bachelor's degree is preferred but not required.
• The strongest candidates will be collaborative and approachable leaders who can motivate employees, set clear expectations, and confidently address performance challenges when needed.

Pay

Base salary of $80,000 to $100,000, bonus eligible based on individual and organizational performance.