Customer Service Manager

Job Summary

Providing strategic leadership and operational oversight, the full-time remote Customer Service Manager will manage the Customer Excellence Team, ensuring exceptional service delivery across order management, product support, and billing inquiries while fostering a customer-centric culture.

Key responsibilities

• Oversee all customer interactions related to order management, product support, and account assistance
• Establish and maintain operational processes, service standards, and performance metrics to drive customer satisfaction
• Lead, develop, and mentor the Customer Excellence Team while collaborating cross-functionally with internal departments

Required qualifications

• Bachelor's degree or ten years of experience managing call center operations or equivalent combination of education and experience
• Ten or more years of experience in Workforce Management (WFM) and call forecasting
• Demonstrated experience managing customer service operations, including order management and billing support
• Strong working knowledge of the Talkdesk telecommunications system and experience with Salesforce
• Excellent leadership and team-building skills with a commitment to delivering outstanding customer service