Job Description

Overview:

We are seeking a dedicated and experienced Customer Service Manager to lead our customer support team and ensure exceptional service experiences across all touchpoints. The ideal candidate is a proactive problem-solver who brings both strategic thinking and hands-on leadership to a growing, mission-driven organization.

Key Responsibilities:

• Lead, mentor, and develop a team of customer service representatives to ensure high performance and engagement
• Design and implement processes that drive customer satisfaction, operational efficiency, and team productivity
• Monitor key performance metrics (KPIs) and service level agreements (SLAs); identify and act on trends or areas for improvement
• Resolve complex or escalated customer issues with empathy and professionalism
• Collaborate cross-functionally with sales, operations, finance, and clinical teams to support seamless customer experiences
• Maintain a customer-first mindset while ensuring compliance with company policies and regulatory standards
• Own the customer feedback loop and help drive continuous improvement efforts
• Manage workforce scheduling, training programs, and onboarding for new team members

Qualifications:

• 5+ years of experience in customer service, with at least 2 years in a supervisory or management role
• Proven track record of building and leading high-performing service teams
• Excellent communication, interpersonal, and conflict-resolution skills
• Strong organizational and time-management abilities
• Experience working with CRM systems, customer portals, or ticketing platforms
• Comfortable working in a fast-paced, regulated environment
• Bachelor’s degree or equivalent experience preferred

What We Offer:

• Competitive salary and benefits
• A collaborative, mission-driven team culture
• Opportunities for professional growth and development
• The ability to make a meaningful difference in people’s lives

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