Job Description
Location:
Hybrid
Reports to: SVP Operations
Department: Customer Experience / Operations
Salary: Starts at 65K
Position Summary
The Customer Service Manager is a hands-on leader responsible for owning and operating the customer service function end to end. This is a player/coach role that combines direct customer interaction with team leadership, process design, and performance management.
The role owns how customer service functions across internal staff and an external call center partner, including SOP development, KPI definition and tracking, quality oversight, and continuous improvement. The ideal candidate is comfortable rolling up their sleeves while also building scalable, compliant processes in a regulated environment.
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