Service Manager

Job Summary

To support customer success and operational excellence, the full-time remote Service Manager will coordinate service-related activities, manage issue intake, and proactively identify customer risks while ensuring effective communication and follow-through until resolution.

Key responsibilities

• Support operational oversight for assigned customer accounts and maintain communication regarding service updates and issue progress
• Serve as the primary intake point for customer operational requests, coordinating routing to appropriate internal teams and tracking progress until resolution
• Monitor accounts for signals of dissatisfaction and escalate concerns as appropriate, participating in cross-functional escalation forums as needed

Required qualifications

• High school diploma or equivalent
• Demonstrated experience owning post-sale customer relationships
• Experience coordinating across multiple internal teams to drive resolution and accountability
• Proven ability to identify and escalate customer risk early, including comfort with difficult conversations
• Working understanding of modern managed services environments, including networking and cloud productivity platforms