Customer service Manager

Were looking for a Customer Service Manager to join our team in Salt Lake City this role youll lead a dynamic customer service team drive operational excellence and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager youll combine strong leadership capabilities with a genuine passion for customer satisfaction fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.

• Lead mentor and motivate a team of customer service representatives to achieve performance targets and maintain high service standards
• Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints
• Monitor and analyze key performance metrics including response times resolution rates and customer satisfaction scores to identify improvement opportunities
• Conduct regular performance reviews provide constructive feedback and create professional development plans for team members
• Handle escalated customer issues with empathy and decisiveness ensuring swift and satisfactory resolutions
• Oversee the onboarding and training of new customer service staff ensuring they are equipped with the knowledge and skills needed to succeed
• Collaborate with other departments to streamline processes improve customer experience and address systemic issues
• Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness
• Maintain detailed records of customer interactions complaints and resolutions to identify trends and areas for improvement
• Foster a positive team culture that emphasizes collaboration continuous learning and customer-focused values

Qualifications :

• 3 years of professional experience in customer service roles
• 2 years of supervisory or management experience leading customer service teams
• Proven expertise in customer service operations and best practices
• Strong interpersonal and communication skills with the ability to connect with diverse customer bases and team members
• Excellent problem-solving and conflict resolution abilities
• Proficiency with customer relationship management (CRM) software and related customer service tools
• Demonstrated ability to analyze data and use insights to drive performance improvements
• Strong organizational and time management skills with the ability to prioritize multiple tasks
• Experience training and developing customer service staff
• Knowledge of multi-channel customer support (phone email chat social media)
• Preferred: Experience with quality assurance programs and process improvement initiatives
• Preferred: Customer service certification or relevant professional training

Additional Information :

Kanz is an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds particularly those from underrepresented groups in technology.

Remote Work :

Yes

Employment Type :

Full-time