Customer Service Manager

We are seeking a dedicated leader to oversee our Customer Service department, focusing on high-level strategy and day-to-day operations. You will partner with the CS Director to drive the department’s vision and ensure exceptional customer care.

Responsibilities

• Provide strategic leadership for day-to-day planning, operations, and problem-solving for the Customer Service team.
• Partner closely with the CS Director to implement the department’s vision and long-term goals.
• Lead, mentor, and coach CS Representatives and supervisors through regular team meetings, feedback, and professional development.
• Drive operational excellence by identifying opportunities to enhance the customer experience and ensuring best practices are followed.
• Produce clear, evidence-based reports on team performance and KPIs for management.
• Oversee hiring, onboarding, evaluation, training, and performance management for all team members.
• Foster a healthy, collaborative, and communicative work environment that encourages feedback and team participation.

Qualifications

• 4+ years of leadership experience.
• 5+ years of customer service experience.
• Proven track record of driving customer service excellence, with a focus on retention and growth goals.
• Strong proficiency in Google Suite and customer service platforms, particularly Zendesk and Aircall.
• Ability to translate data into actionable insights and provide clear reports to management.
• Strong verbal and written communication skills, with the ability to mediate and solve complex issues effectively.
• Bilingual (Spanish) skills are a plus.

Benefits

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Employee discount
• PTO

Schedule

• Full-time, Monday - Friday, Day shift
• Occasional weekend availability required