Customer Service Manager

OneApp is a mission-driven company focused on increasing access to rental housing by removing barriers for renters. They are seeking a Customer Service Manager to lead and develop a team responsible for providing exceptional support to customers and property management partners while ensuring operational excellence and continuous improvement.

Responsibilities:

• Hire, coach, and develop a high-performing Customer Service team
• Set clear expectations and drive accountability through regular feedback and performance management
• Foster a culture of empathy, ownership, and continuous improvement
• Ensure efficient, high-quality support across all channels (phone, email, chat, tickets)
• Own team performance against CSAT, SLA, and resolution time goals
• Handle escalations and support the team through complex or sensitive cases
• Manage team capacity and workflows to meet demand
• Identify and implement process improvements to increase efficiency and quality
• Track and report on team performance metrics
• Partner across CX, and with Product, Engineering and RevOps teams to resolve issues and improve the experience
• Share customer insights according to the established CX feedback loops to inform product and process improvements

Requirements:

• 6-8+ years of customer service or CX experience, preferably in tech/SaaS environments
• 4-5+ years of people management experience leading support or service teams
• Proven track record of establishing and improving CSAT, SLA adherence, and operational efficiency
• Strong experience with call center tools, CRM systems (e.g., HubSpot), and ticketing platforms
• Exceptional communication skills with a calm, empathetic, and solutions-oriented approach
• Strong analytical and problem-solving skills; comfortable using data to drive decisions
• Ability to thrive in a fast-paced, high-growth environment
• Alignment with OA core values: Tenacious, Hungry, Compassionate, Humbly Confident
• Spanish language proficiency is a plus, but not required