Customer Service Manager - job 1 of 2
Skills
- Proven people management and coaching experience with support teams
- Strong data and metrics literacy to translate reporting into action
- Hands-on experience with support platforms (Salesforce, Zendesk, Gorgias, Intercom or similar)
- Operational mindset with a focus on process, documentation, and scalability
- Excellent written and verbal communication and stakeholder management
Responsibilities
- Own daily, weekly, and monthly support metrics (CSAT, resolved cases, FRT, cost per unit) and drive improvements
- Run stand-ups, performance reviews, and quarterly planning to ensure team accountability and growth
- Coach, mentor, and develop individual contributors with clear goals and structured development paths
- Act as escalation point for complex or high-touch client issues and partner cross-functionally to resolve them
- Analyze support trends and implement process improvements, documentation, and automation opportunities
- Create and maintain playbooks, scorecards, and KPIs that scale with business growth
Education
- Bachelor’s degree preferred or equivalent professional experience
- Relevant certifications or training in customer experience, operations, or leadership are a plus
Benefits
- Competitive salary plus bonus
- Paid time off and paid holidays
- Health, dental, and vision insurance
- 401(k) with match
- Company events, wellness programs, and professional development opportunities
- Inclusive, growth-oriented culture and global fulfillment network
Average salary estimate
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