Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop a team of 4 customer service specialists through regular one-on-one meetings, feedback sessions, coverage planning, and developmental discussions.

• Manage daily operations, including SLA oversight, quality assurance, escalation support, and resolution quality across SMS, email, and escalation channels.

• Oversee customer service initiatives for the team, including surveys, public reviews, escalation follow-through, and Voice of the Customer actions.

• Compose or guide the team in crafting responses to negative public reviews that acknowledge issues authentically without excessive validation or undue blame.

• Provide backup support for the team during paid time off and sick leave.

• Track service KPIs (CSAT, FCR, response times, NPS, review metrics) and communicate insights to leadership.

• Collaborate with product and tech teams regarding tools, workflows, and program design (they develop, you manage).

• Represent the team’s interests in cross-functional discussions.

⛳️ Requirements

• A minimum of 2 years of experience in customer support or service, with at least 1 year in a leadership, supervisory, or managerial position.

• Proficient in reading dashboards and monitoring metrics independently, without the assistance of a dedicated analyst.

• Familiar with utilizing AI tools in their work and open to exploring new options.

• Possesses strong written judgment in public forums, able to address upset customers in a manner that acknowledges their experiences while maintaining confidence in the brand.

• Direct communicator who identifies issues and raises questions when guidance is unclear.

• Truly invested in customer experience as the primary objective, rather than merely achieving metrics.

• Experienced in an omnichannel service environment (SMS, email, chat, phone).

• Knowledge of CRM platforms (HubSpot is a plus).

🏝️ Benefits

• Comprehensive Benefits: Medical, dental, vision, and life insurance.

• Paid Time Off: 18 days of PTO (increases with tenure) plus 10 paid holidays.

• Professional Development: Annual budget for learning and career progression.

• Tenure Sabbaticals: Paid sabbaticals to celebrate significant milestones.

• Clever Product Benefit: Exclusive access to Clever homeownership perks.

• Work-From-Home Stipend: Support for your remote workspace.

• 401(k): Retirement plan managed through Guideline.

• Parental Leave: 6–12 weeks of paid parental leave.

• Wellness Benefits: Free counseling sessions and optional weekly meditation.