Customer Service Manager

Customer Service ManagerCharlotte, NCFull-time | Monday–Friday | 8:30am–5:00pm | On-siteLead the Team Behind a Strong Customer ExperienceWe’re looking for a Customer Service Manager to oversee day-to-day customer service activity and help create consistent, professional experiences across every customer interaction.You’ll support and develop the customer service team, monitor service activity, handle escalated matters, and work with other departments to improve processes and resolve recurring issues.A typical week could involve:Leading and supporting the day-to-day work of the customer service teamSetting clear expectations around service quality, response times, and follow-upCoaching team members and providing guidance on customer situationsReviewing customer concerns and helping resolve escalated issuesMonitoring service activity, open requests, and team performanceReviewing customer feedback to identify recurring themes or opportunitiesWorking with internal departments to resolve customer and operational issuesHelping develop and maintain customer service procedures and standardsPreparing performance updates, reports, and information for managementSupporting onboarding and training for new customer service team membersIdentifying process improvements that could make customer interactions more efficientMaintaining accurate customer service records and documentationYou’ll Bring Customer Service Leadership ExperiencePrevious experience in customer service management, team leadership, customer success, client services, call center management, or a related supervisory role is preferred.You should have strong communication and leadership skills, sound judgment when handling customer concerns, and the ability to coach and support a team.Experience with performance tracking, service procedures, reporting, and process improvement is helpful.We’re looking for someone who can lead by example, remain professional when dealing with challenging situations, make practical decisions, and balance customer needs with the wider requirements of the business.ApplicationsIf you’re looking for a full-time Customer Service Manager position where you can lead a team, improve service processes, and contribute to the overall customer experience, submit your current resume for consideration.We are an equal opportunity employer and consider qualified applicants in accordance with applicable federal, state, and local laws.