Position Overview:
We’re hiring a Customer Service Manager to lead our support team, improve service procedures, and ensure a positive experience for every customer. This role is responsible for resolving escalated issues, monitoring performance, and driving team success through coaching and collaboration.
Key Responsibilities:
- Lead and manage the customer service team
- Handle escalated customer issues and ensure timely resolution
- Develop and implement service procedures and quality standards
- Monitor team performance and service metrics (KPIs)
- Provide coaching, training, and support to staff
- Collaborate with other departments to enhance the customer journey
- Analyze customer feedback and recommend improvements
- Report regularly to leadership on service trends and team progress
Qualifications:
- 3+ years of customer service or team leadership experience
- Strong interpersonal, conflict resolution, and communication skills
- Experience using CRM or customer support platforms
- Proven ability to lead teams and meet performance targets
- Organized, detail-oriented, and adaptable in fast-paced environments
- Bilingual (Spanish/English) is a plus
Average Pay Rate:
$32 – $38 / Hour