Customer Service Manager

Job Summary

Leading the daily operations of a fully remote omnichannel contact center, the full-time Manager, Customer Service will drive service excellence and operational efficiency while enhancing customer experience across various communication channels.

Key responsibilities

• Manage daily operations and ensure a seamless omnichannel customer experience across voice, chat, email, and messaging
• Serve as the primary Five9 subject matter expert, optimizing platform capabilities and implementing automation opportunities
• Lead, coach, and develop a team of supervisors and agents, establishing performance expectations and fostering an inclusive team culture

Required qualifications

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience
• 5+ years of experience in contact center or customer service operations, with 2+ years in direct people management in a remote environment
• Strong experience managing omnichannel support environments and hands-on experience with Five9 platform administration
• Proven track record of improving customer experience metrics such as CSAT and NPS
• Strong analytical skills with the ability to interpret data and drive actionable insights