Customer Service Manager
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
The Customer Service Manager is responsible for leading and optimizing customer service operations to ensure exceptional client experiences and high levels of customer satisfaction. This role oversees support teams develops service standards monitors performance metrics and implements continuous improvement initiatives. The Customer Service Manager plays a key role in aligning service delivery with organizational goals while operating effectively in a fully remote environment.
This position is strictly limited to candidates who currently reside in the United States and are legally authorized to work in the U.S. Applications from individuals residing outside the United States will be rejected.
Key Responsibilities
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Lead mentor and manage a team of customer service representatives
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Establish and maintain customer service standards policies and procedures
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Monitor KPIs including response times resolution rates and customer satisfaction scores
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Analyze service performance data to identify trends and improvement opportunities
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Oversee training onboarding and professional development for support staff
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Handle escalated customer concerns and complex service issues
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Collaborate with product sales and operations teams to improve customer experience
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Implement technology solutions to enhance service efficiency
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Develop and manage departmental budgets and resource planning
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Ensure compliance with company policies and industry regulations
Required Qualifications
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Bachelors degree in Business Administration Communications Management or related field (or equivalent experience)
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58 years of experience in customer service with 23 years in a leadership role
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Strong leadership and team management skills
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Excellent communication and conflict-resolution abilities
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Experience with customer service platforms and CRM systems
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Analytical skills with the ability to interpret service metrics and performance data
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Ability to manage remote or distributed teams effectively
Preferred Qualifications
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Experience in SaaS retail healthcare financial services or technology industries
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Knowledge of customer experience (CX) strategies and service excellence frameworks
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Experience implementing automation or AI-driven customer support tools
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Project management or leadership certifications
Compensation
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Annual Salary Range: $90000 $120000 USD based on experience leadership scope and industry background
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Performance-Based Bonus: Eligible based on service performance
Benefits
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Comprehensive medical dental and vision insurance
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401(k) retirement plan with employer matching
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Paid time off paid holidays and sick leave
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Life short-term and long-term disability insurance
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Flexible remote work arrangement
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Professional development and leadership training
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Employee wellness and assistance programs
Work Authorization & Residency Requirement
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Must be legally authorized to work in the United States
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Must currently reside within the United States
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Applications from candidates outside the U.S. will not be considered
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
