Customer Service Manager

Job Summary

Leading a hybrid team, the full-time Customer Service Manager will oversee the Resource Coordination and Technical Triage teams, ensuring efficient service delivery and high customer satisfaction in support of liquid cooling systems for data centers and mission-critical applications.

Key Responsibilities

• Lead and develop Resource Coordinators and Call Center/Triage Technicians, establishing performance expectations and conducting regular reviews
• Manage service operations, including dispatching and scheduling for field service technicians, while ensuring compliance with service level agreements (SLAs)
• Oversee first-level technical support and escalation processes for liquid cooling products, ensuring effective troubleshooting and customer communication

Required Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, or related field preferred
• 5+ years of experience in service operations, call center, dispatch, or field service management
• 3+ years of experience leading customer support or technical service teams
• Preferred knowledge of liquid cooling systems and data center infrastructure
• Experience with service dispatch and workforce management systems is a plus