Customer Service Manager - Hospitality

About the role

We are seeking a hands‑on Customer Service Manager to lead a high‑performing team in a fast‑paced, high‑volume hospitality environment. You will be responsible for ensuring every guest interaction meets five‑star standards while balancing people leadership with operational excellence.

Key responsibilities

• Lead daily operations in a high‑volume, customer‑facing setting.
• Manage, coach, and develop a team of 30+ employees.
• Drive accountability for performance metrics, quality standards, and service delivery.
• Oversee scheduling, staffing, and workflow management.
• Monitor and improve KPIs related to service quality, productivity, and customer experience.
• Step in to support team members and maintain operational flow as needed.
• Foster a culture of precision, consistency, and continuous improvement.

Required profile

• 10+ years of leadership experience in customer service, hospitality, retail, call center, or similar environments.
• Proven ability to manage large teams (30+ employees) in high‑volume settings.
• Strong track record of tracking, analyzing, and improving performance metrics (KPIs).
• Excellent communication skills for coaching, feedback, and accountability conversations.
• Comfortable working in a structured, process‑driven environment.
• Hands‑on leadership style focused on team development and operational execution.

Required skills

What we offer

• Base salary of $90,000+ per year with performance‑based bonuses.
• Full training provided – no industry‑specific experience required.
• Opportunity to lead a high‑performing team and shape a best‑in‑class customer experience.
• Dynamic, fast‑paced workplace that values accountability and professionalism.