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 delivering a five‑star customer experience at scale while balancing people leadership with operational excellence.

Key responsibilities

• Lead daily operations in a high‑volume, customer‑facing environment.
• Manage, coach, and develop a team of 30+ employees.
• Drive accountability around 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 as needed to support team members and maintain operational flow.
• Create a culture focused on precision, consistency, and continuous improvement.

Required profile

• 10+ years of leadership experience in customer service, hospitality, retail, call‑center, or similar environments.
• Experience managing large teams (30+ employees) in a high‑volume setting.
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations.
• Comfortable working in a structured, process‑driven environment.
• Hands‑on leadership style with a focus on team development and operational execution.

Required skills

• Proven ability to track, analyze, and improve performance metrics (KPIs).
• Experience with scheduling, staffing, and workflow management.
• Ability to maintain high standards of professionalism and efficiency in every customer interaction.

What we offer

• $90,000+ base salary with performance‑based bonuses.
• Full training and development opportunities.
• Dynamic, fast‑paced environment that values accountability, professionalism, and continuous improvement.