Customer Service Manager

Job Description

The Customer Service Manager is responsible for leading and optimizing customer service operations to ensure exceptional client experiences and high levels of customer satisfaction. This role oversees support teams, develops service standards, monitors performance metrics, and implements continuous improvement initiatives. The Customer Service Manager plays a key role in aligning service delivery with organizational goals while operating effectively in a fully remote environment.

This position is strictly limited to candidates who currently reside in the United States and are legally authorized to work in the U.S. Applications from individuals residing outside the United States will be rejected.

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives

• Establish and maintain customer service standards, policies, and procedures

• Monitor KPIs including response times, resolution rates, and customer satisfaction scores

• Analyze service performance data to identify trends and improvement opportunities

• Oversee training, onboarding, and professional development for support staff

• Handle escalated customer concerns and complex service issues

• Collaborate with product, sales, and operations teams to improve customer experience

• Implement technology solutions to enhance service efficiency

• Develop and manage departmental budgets and resource planning

• Ensure compliance with company policies and industry regulations

Required Qualifications

• Bachelors degree in Business Administration, Communications, Management, or related field (or equivalent experience)

• 5–8 years of experience in customer service, with 2–3 years in a leadership role

• Strong leadership and team management skills

• Excellent communication and conflict-resolution abilities

• Experience with customer service platforms and CRM systems

• Analytical skills with the ability to interpret service metrics and performance data

• Ability to manage remote or distributed teams effectively

Preferred Qualifications

• Experience in SaaS, retail, healthcare, financial services, or technology industries

• Knowledge of customer experience (CX) strategies and service excellence frameworks

• Experience implementing automation or AI-driven customer support tools

• Project management or leadership certifications

Compensation

• Annual Salary Range: $90,000 – $120,000 USD, based on experience, leadership scope, and industry background

• Performance-Based Bonus: Eligible based on service performance

Benefits

• Comprehensive medical, dental, and vision insurance

• 401(k) retirement plan with employer matching

• Paid time off, paid holidays, and sick leave

• Life, short-term, and long-term disability insurance

• Flexible remote work arrangement

• Professional development and leadership training

• Employee wellness and assistance programs

Work Authorization & Residency Requirement

• Must be legally authorized to work in the United States

• Must currently reside within the United States

• Applications from candidates outside the U.S. will not be considered