Customer Service Manager

Core Responsibilities

• Lead customer support staffing, training, and morale initiatives while fostering clear expectations and strong team accountability.
• Improve workflows and issue routing to reduce customer effort, accelerate resolution times, and proactively manage exceptions.
• Implement automation and optimize tools to streamline support operations and enhance customer tracking and visibility.
• Promote proactive communication, thoughtful personalization, and surprise-and-delight practices to enrich customer interactions.
• Define and monitor KPIs, dashboards, and agent scorecards to ensure performance alignment with business goals and customer insights.
• Represent the voice of the customers across the company, ensuring cross-functional teams stay informed and responsive to customer needs.

Qualifications/Skills

You’re a thoughtful leader who leads with empathy, clarity, and professionalism. You care deeply about your team, communicate clearly and kindly, and always stay ahead of the game. You don’t wait for issues to arise — you anticipate them, think critically, and create smart systems to prevent them. With at least three years of management experience, you bring warmth and positivity to the role while staying grounded and reliable. You own your responsibilities, show up on time, and set a tone that makes the whole team better.

You’re a proactive problem solver who thrives on finding creative solutions and ensuring customers feel heard and supported. With three years of experience in a customer-facing role — whether in retail, service, or another people-focused setting — you’re comfortable juggling tech tools, navigating team dynamics, and keeping operations running smoothly. You’re organized, forward-thinking, and eager to make things better. Ideally, you’re a mom who understands our audience on a personal level, bringing a genuine connection to the people we serve.

Company Benefits/Perks

• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance