Manager, Customer Service & Operations

What is Coast

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure with a focus on the countrys 500000 commercial fleets 40 million commercial vehicles and many millions of commercial drivers. The incumbent technologies that cater to these customers are decades old and businesses with fleets increasingly demand modern digital experiences and transparent financial services products. Coasts mission is to deliver this at a transformational scale beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.

About the Role

Were looking for a Manager Customer Service & Operations to lead and grow one of the most customer-critical teams at Coast. Youll own the day-to-day operations of our Customer Service function and partner closely on Customer Operations ensuring our customers get fast high-quality support while we build the systems and team needed to scale.

This is a role for someone who can lead people and build process at the same time be a true player-coach who isnt above jumping into tickets but who also knows how to develop talent set standards and build a team that runs well without them in every decision.

We want someone who brings an AI-native mindset to operations: actively looking for ways to use tools automation and smart workflows to make the team more efficient and the customer experience better. Youll be joining at an inflection point and youll have real influence over how this function is built.

What Youll Do

• Team Leadership & Development
• Directly manage and grow a team of Customer Service and Operations ICs
• Coach develop and retain top performers; run regular 1:1s set clear expectations and hold the team accountable to high standards
• Partner with Recruiting and People Ops to build hiring pipelines and onboard new team members as the function scales
• Build a team culture defined by responsiveness ownership and continuous improvement
• Customer Service Operations
• Own the end-to-end customer service experience for Coast customers across phone and Zendesk channels
• Drive performance against key metrics: missed call rate Zendesk first reply rate and customer NPS
• Build and continuously improve workflows escalation paths and playbooks. Nothing is too sacred to revisit
• Customer Operations
• Oversee or partner closely on Customer Operations workflows including chargebacks manual payments and deal desk processes
• Ensure accuracy and speed in time-sensitive operational tasks especially those with direct financial impact
• Identify inefficiencies as volume grows and build scalable solutions before problems compound
• AI & Process Innovation
• Act as an AI-native operator: actively identify and implement tools automations and AI-assisted workflows that make the team faster and the customer experience better
• Build and maintain SOPs playbooks and operational documentation that outlast any individual on the team
• Continuously look for work that should be automated and then go automate it
• Cross-Functional Collaboration
• Serve as the one of the voices of the customer internally. You will need to surface themes escalations and product feedback to Product Engineering and GTM teams
• Partner with Finance and Operations leadership on reporting headcount planning and quarterly goal-setting.
• Represent your teams needs clearly and advocate for resources tooling and process changes that drive results

What Success Looks Like

In your first year youll be successful if you:

1. Build and scale a high-performing team. You will need to hire well onboard fast develop the people already here and maintain team cohesion through a period of significant growth.
2. Hit the metrics that matter. Coast has consistently provided world-class customer service and that should not change as the team continues to grow and scale.
3. Drive operational efficiency youve meaningfully reduced manual work through AI tools automation and process redesign and the team is operating with more leverage than when you arrived.
4. Expand scope confidently youve proven yourself on Customer Service and taken on Customer Operations ownership in a way that makes the hand-off feel seamless to customers and stakeholders.

Requirements

• 46 years of experience in customer service customer operations or a related operational role
• 12 years of direct people management experience; experience managing through a period of significant team growth is a strong plus
• AI-native mindset: youre already using AI tools in your daily work and youre excited to push further
• Proficiency with customer service platforms; Zendesk experience strongly preferred
• Strong analytical instincts: comfortable pulling metrics spotting trends and translating data into operational decisions
• Excellent written and verbal communication clear with your team credible with leadership and professional with customers
• Bias toward action and process-building; you dont wait for someone to hand you a playbook
• Comfortable in ambiguity; you can build structure where none exists without losing momentum
• Experience in fintech payments B2B SaaS or financial services preferred
• Salt Lake City based; able to be in-office 34 days per week

Compensation and Benefits

Our salary ranges are based on paying competitively for our size and industry and are one part of our total compensation package that also includes benefits signing bonus and equity. Pay decisions are based on a number of factors including scope and qualifications for the role experience level skillset and balancing internal equity relative to other Coast employees. We expect the majority of candidates who are offered roles at Coast to fall healthily within the range based on these factors.

Salary range: $90000 $105000 annually

Equity Grant: Meaningful potential upside given Coasts early-stage trajectory

Benefits Overview:

• Medical dental and vision insurance
• Flexible paid time off (vacation personal well being paid holidays)
• Tools to help manage your financial wellness including webinars access to an equity tax advisory service and company-sponsored 401(k)
• Paid parental leave
• $400 accessories allowance (a keyboard mouse headphones etc.)
• Education stipend
• Free lunch every Friday

Coast is committed to diversity equity and inclusion. We are building a diverse and inclusive environment so we encourage people of all backgrounds to apply. Were an Equal Opportunity Employer and do not discriminate on the basis of race color gender sexual orientation gender identity or expression age religion disability national origin protected veteran status or any other status protected by applicable federal state or local law.