Customer Service Manager

Role Overview

• Actively handle customer inquiries, escalations, and complex cases across phone, email, and digital channels
• Serve as the primary escalation point for internal representatives and external call center agents
• Directly manage internal customer service representatives, including hiring, onboarding, training, and performance management
• Define performance expectations, SLAs, and quality standards
• Create, document, and maintain customer service SOPs, workflows, and work instructions
• Define, implement, and track customer service KPIs, including Average Speed of Answer (ASA), Average Handle Time (AHT), First Contact Resolution, CSAT/NPS, call abandonment rate, and complaint trends

Requirements

• Bachelor’s degree or equivalent experience
• 5+ years of customer service experience, including 2+ years in a hands-on leadership or player/coach role
• 5+ years of experience managing or working closely with an external call center or BPO partner
• 3+ years of experience developing SOPs, workflows, and performance metrics from the ground up
• Strong problem-solving, communication, and organizational skills

Benefits

• Health/Dental (employer paid)
• Vision (employer paid)
• IRA with company matching, no vesting period
• Paid PTO
• Paid Holidays