Customer Service Manager - Operations & Experience

About the role

We are seeking a hands‑on Customer Service Manager to lead a high‑performing team in a fast‑paced, high‑volume environment. The role focuses on building strong teams, managing performance, and delivering a consistent, high‑quality customer experience at scale.

Key responsibilities

• Lead daily operations in a high‑volume, customer‑facing environment.
• Manage, coach, and develop a team of 30+ employees.
• Drive accountability to performance metrics, service standards, and productivity goals.
• Ensure every interaction is professional, efficient, and high‑quality.
• Oversee scheduling, staffing, and workflow management.
• Monitor and improve KPIs related to volume, efficiency, and customer experience.
• Identify operational gaps and implement process improvements.
• Step in as needed to support the team and maintain service levels.

Required profile

• 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments.
• Experience managing large teams (30+ employees) in high‑volume settings.
• Proven ability to track, analyze, and improve KPIs.
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations.
• Comfortable working in a structured, process‑driven environment.
• Preferred background in upscale hospitality, restaurant, or hotel management.
• Customer support leadership experience.
• Experience leading teams through growth, change, or scaling operations.

Required skills

What we offer

• $90,000+ base salary plus performance‑based bonuses.
• Health, dental, and vision coverage (majority employer‑paid).
• 401(k) retirement plan.
• Paid time off: 10 days (15 after first year) plus 10 paid holidays.
• Equal Opportunity Employer; employment contingent upon background check and drug screening.