Customer Service Manager (On-Site)

JOB SUMMARY:

The Customer Service Manager is responsible for leading the Customer Service function and delivering a consistent, high-quality, and scalable customer experience across the organization. This role provides strategic and operational leadership to ensure customer interactions meet service level agreements (SLAs), quality standards, and regulatory requirements.

This highly visible position partners cross-functionally to improve processes, leverage data, and drive continuous improvement. The ideal candidate is a hands-on leader who can balance day-to-day execution with longer-term planning, team development, and performance optimization.

KEY RESPONSIBILITIES:

Leadership & People Management

• Lead, motivate, and develop the Customer Service team to achieve company objectives and service level targets.
• Provide clear expectations around productivity, quality, professionalism, and accountability.
• Coach, mentor, and counsel team members through regular feedback, performance evaluations, and development plans.
• Support workforce planning, onboarding, training, and succession planning for a growing team.
• Foster a culture of engagement, collaboration, inclusion, and continuous improvement.

Operational Management

• Oversee daily customer service operations, ensuring timely and accurate resolution of customer inquiries.
• Monitor customer communication trends, ticket volumes, quality metrics, and capacity requirements.
• Analyze and prioritize workloads based on inbound demand and business needs.
• Manage escalations and ensure appropriate resolution of complex or high-impact customer issues.
• Identify trends that indicate opportunities for Level 1 & 2 support, process improvements, or automation.

Performance, Metrics & Reporting

• Develop, implement, and maintain KPIs aligned with customer service goals and company priorities.
• Ensure daily, weekly, and monthly KPIs, SLAs and contractual obligations are consistently met or exceeded.
• Prepare and present operational reports and insights to leadership, highlighting trends, risks, and improvement opportunities.
• Use data-driven decision-making to manage performance and guide strategic initiatives.

Process Improvement & Systems

• Evaluate, audit, and improve customer service processes to increase efficiency, quality, and scalability.
• Lead continuous improvement initiatives, including documentation of policies, procedures, and workflows.
• Leverage CRM and ticketing systems (e.g., Atlassian JIRA and Confluence or comparable platforms) to optimize performance and visibility.
• Partner with cross-functional teams to support system enhancements, change management, and customer experience initiatives.

QUALIFICATIONS 

• Strong capabilities in Leadership, Communication, and People Management.
• Demonstrated success improving customer satisfaction (CSAT), service levels (SLAs), first response time, and resolution time.
• Strong working knowledge of contact center operations (ticketing/workflows, queue management, escalation paths, scheduling).
• Strong proficiency in Microsoft 365, Teams, JIRA.
• Ability to analyze performance using KPIs and reporting; comfortable with dashboards and trend analysis.
• Excellent written and verbal communication skills; professional and composed in escalations.
• Strong problem-solving and root-cause skills; capable of turning recurring issues into process improvements.
• Ability to create and maintain SOPs, knowledge base articles, and customer-facing communications.
• Strong cross-functional collaboration with Sales, Operations, Product/IT, and Finance to resolve issues and prevent repeat problems.
• Skilled in conflict resolution and de-escalation; customer-first mindset with sound judgment.
• Comfortable managing to outcomes in a fast-paced environment with shifting priorities.
• High attention to detail, dependable follow-through, and ability to manage confidential information appropriately.
• Ability to work required schedule (and occasional after-hours support during peak periods, if applicable).
• Minimum 3 years of experience as a Manager. (3 - 5 years of supervisory experience, including employee training and development.
• 5 - 7 years customer service related experience.
• Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED. Must be comfortable building presentations for KPIs, workflows and other key data metrics in PowerPoint or other comparable tools.
• Bachelor's degree in a business-related field. Proven ability to coach and develop others to meet goals.
• Using data-driven decision making to manage teams to KPIs.
• Be able to manage a growing team of 10 or more. 

PHYSICAL REQUIREMENTS:

• Requires light physical activity performing non-strenuous daily activities of an administrative nature as well as periods of prolonged sitting.

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