Customer Service Manager

Call Center Manager 

Location: Boxborough, MA 

Join the Heritage Legacy — Lead with Purpose!

At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a Call Center Manager who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results.

If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact.

What You’ll Do

As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.

Leadership & Team Development

• Lead, coach, and develop a team of 10+ customer service representatives
• Conduct regular 1:1 coaching sessions, performance reviews, and development planning
• Build a culture of accountability, engagement, and continuous improvement
• Motivate teams to achieve and exceed key performance metrics

Performance & Operations Management

• Monitor and analyze KPIs, call metrics, and performance reports to drive results
• Conduct call reviews and provide actionable feedback to enhance service quality
• Oversee scheduling, staffing, and daily operational workflows
• Identify trends and implement process improvements to increase efficiency and customer satisfaction

Cross-Functional Collaboration & Customer Experience

• Partner with internal departments to ensure seamless operations
• Handle and resolve escalated customer concerns with professionalism and urgency
• Communicate updates, initiatives, and expectations clearly across the team
• Lead team meetings that inform, align, and inspire

What You Bring

• 3+ years of leadership experience in a call center or customer service environment
• 5+ years total experience in customer service, call center, or dispatch roles
• Proven ability to manage, coach, and scale teams of 8+ employees
• Strong analytical mindset with experience using data and reporting tools to drive performance
• Excellent communication, problem-solving, and decision-making skills
• Ability to thrive in a fast-paced, evolving environment
• Highly organized with strong time management and prioritization skills
• Flexible and adaptable to business needs

Benefits & Perks:

• Company-paid Medical, Dental, and Vision Insurance
• 401(K) with company matching
• Paid Time Off and Holiday Plan
• Company-provided Life & Disability Insurance

Compensation: $90,000 – $120,000 annually (based on experience & bonus potential)

Apply Today!

At Heritage, you’ll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry.