Customer Service Manager

About the role

Serenity is seeking a Customer Service Manager to lead a high‑volume service location in Fort Worth, TX. You will own daily operations, drive performance standards, and ensure every member interaction reflects Serenity’s reputation for excellence.

Key responsibilities

• Oversee all aspects of the location’s day‑to‑day operations, including staffing, workflow, floor presence and output quality.
• Set and maintain performance standards through coaching, feedback and structured accountability.
• Manage scheduling, team coverage and workflow logistics to keep the operation running without gaps.
• Track and analyze KPIs such as volume, efficiency and quality scores, using data to make operational decisions.
• Identify under‑performance early, address it directly and follow through with clear actions.
• Develop the team continuously, raising the bar on service quality over time.
• Report location performance to leadership with data‑driven context.

Required profile

• 10+ years of leadership or operations management experience in a high‑volume, service‑driven environment with at least 20 employees.
• Background in hospitality, upscale retail or premium service operations is a strong advantage.
• Proven track record of managing KPIs and conducting performance conversations.
• Confident communicator able to engage both front‑line staff and senior leadership.
• Proactive problem‑solver who takes ownership and implements fixes.

Required skills

What we offer

• Base salary of $90,000+ per year plus bonus incentives.
• 90% employer‑paid medical, dental and vision coverage.
• 401(k) retirement plan.
• 10 PTO days initially, increasing to 15 after one year, plus 10 paid holidays.