Customer Service Manager

• Strategic Leadership: Manage day-to-day planning, operations, and problem-solving for the Customer Service team. Partner closely with the CS Director to implement departmental vision and long-term goals.
• Team Development: Lead, mentor, and coach CS Reps and supervisors. Conduct regular team meetings to provide support, constructive feedback, and professional development.
• Operational Excellence: Identify opportunities to enhance the customer experience. Drive continuous improvement by ensuring best practices are understood and followed.
• Performance Reporting: Produce clear, evidence-based reports on team performance and KPIs for management.
• Talent Management: Oversee hiring, onboarding, evaluation, training, and performance management/discipline for all team members.
• Work Environment: Foster a healthy, collaborative, and communicative work environment that encourages feedback and team participation.
  

• 4+ years of leadership experience
• 5+ years of customer service experience
• Proven track record of driving customer service excellence, with a focus on retention and growth goals. 
• Strong proficiency in Google Suite and customer service platforms, particularly Zendesk and Aircall.
• Ability to translate data into actionable insights and provide clear reports to management.
• Strong verbal and written communication skills. Ability to mediate and solve complex issues effectively and efficiently.
• Bilingual (Spanish) skills are a plus.

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance 
• Employee discount
• PTO

• Full-time 
• Monday - Friday, Day shift
• Occasional weekend availability required

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