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 customer 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 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 to support team members and maintain operational flow as needed.
• 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.
• Proven 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

• Ability to track, analyze, and improve performance metrics (KPIs).

What we offer

• $90,000+ base salary 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.