Customer Service Manager

About the role

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

Key responsibilities

• Oversee all aspects of the location’s day‑to‑day operation, including staffing, workflow, floor presence and output quality.
• Set and maintain performance standards through coaching, feedback and structured accountability.
• Guarantee efficient, professional member interactions that align with Serenity’s brand.
• Manage scheduling, team coverage and workflow logistics to eliminate gaps.
• Track and analyze KPIs such as volume, efficiency and quality scores, using data to guide operational decisions.
• Identify under‑performance early, address it directly and follow through with clear action plans.
• Develop the team continuously, raising performance levels over time.
• Report location performance to leadership with data‑driven context.

Required profile

• 10+ years of leadership or operations management 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 experience managing KPIs and conducting performance conversations.
• Confident communicator able to engage both front‑line staff and senior leadership.
• Proactive problem‑solver who takes ownership of issues and implements fixes.
• Operationally disciplined and consistent, even during peak periods.

Required skills

• None specific; comprehensive training will be provided.

What we offer

• Base salary of $90,000+ annually 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.