Customer Service Manager

About the role

The Miles Market is a leading company in the travel services industry, helping clients access premium travel experiences and solutions through a unique booking and rewards platform. We are committed to delivering exceptional customer service and ensuring a seamless experience for all our clients. Join our team and be part of a customer-focused, innovative company that values excellence.

Key Responsibilities

• Manage day-to-day customer service operations, ensuring timely and professional responses to all client inquiries.
• Serve as the main point of contact for escalated issues, resolving complex customer concerns effectively and efficiently.
• Develop and monitor customer service metrics, implementing improvements where necessary to enhance client satisfaction.
• Collaborate with the sales, marketing, and operations teams to maintain a unified approach to customer engagement.
• Create and update standard operating procedures for the customer service team, ensuring best practices are followed.
• Identify opportunities to streamline and improve processes within the customer service department.
• Utilize HubSpot to track and manage customer interactions (experience with HubSpot is a plus).

Requirements

• Minimum of 2 years of experience in a customer service or customer success role, preferably in a managerial or team lead capacity.
• Ability to work US Eastern Time hours, Monday through Friday, half-day schedule.
• Hybrid work setup with occasional office presence.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with HubSpot or similar CRM platforms is advantageous.

What We Offer

• Competitive compensation.
• Flexible work environment with a hybrid setup.
• Opportunity to grow with a dynamic, fast-paced company.