Customer Service Manager

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

📋 Description

• Oversee and direct daily operations across all customer support channels, including voice, chat, email, messaging, and self-service.

• Ensure the consistent provision of a seamless, high-quality omnichannel customer experience that aligns with company standards.

• Track and manage key performance indicators (KPIs) such as service level, AHT, CSAT, NPS, FCR, and quality scores.

• Anticipate demand and collaborate with workforce management to secure optimal staffing across all channels.

• Create and execute strategies aimed at enhancing efficiency, minimizing customer effort, and boosting satisfaction.

• Advocate for a customer-first culture that emphasizes empathy, responsiveness, and resolution.

• Design and launch programs to meet world-class service benchmarks.

• Collaborate with the Customer Experience Analyst to analyze customer feedback, trends, and pain points to propel continuous improvement initiatives.

• Work cross-functionally with Products, Sales, and IT to resolve root causes and improve the end-to-end customer journey.

• Act as the primary subject matter expert (SME) for the Five9 platform within the contact center.

• Maintain the functionality of Five9, including IVR design and optimization, call routing strategies, campaign management, agent desktop configuration, and workflows, as well as digital channel integrations.

• Develop and maintain dashboards, reports, and analytics within Five9 to track performance and identify trends.

• Resolve system issues, coordinate with vendors, and ensure platform stability and uptime.

• Discover and implement automation opportunities, such as bots, self-service flows, and intelligent routing.

• Lead system enhancements, testing, and releases in collaboration with IT and business stakeholders.

• Train and mentor supervisors and agents on Five9 tools and best practices.

• Guide, coach, and develop a team of supervisors, team leads, and frontline agents.

• Set clear performance expectations and hold team members accountable for results.

• Conduct regular coaching sessions, performance reviews, and career development planning.

• Cultivate a high-engagement, inclusive team culture that prioritizes collaboration and excellence.

• Drive strategies for hiring, onboarding, and retention to establish a strong talent pipeline.

• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization.

• Implement process improvements to enhance productivity, quality, and customer outcomes.

• Support quality assurance programs, including calibration and performance feedback loops.

• Develop and maintain Standard Operating Procedures (SOPs), knowledge base content, and training materials.

• Lead or engage in cross-functional projects and initiatives.

⛳️ Requirements

• Bachelor’s degree in Business, Communications, or a related field, or equivalent work experience.

• Over 5 years of experience in contact center or customer service operations.

• At least 2 years of direct people management experience within a fully remote contact center environment.

• Proven success in leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting.

• Strong experience in managing omnichannel support environments.

• Practical experience with Five9 platform administration and configuration.

• A solid track record of enhancing customer experience metrics (CSAT, NPS, FCR).

• Strong analytical skills with the capability to interpret data and drive actionable insights.

• Exceptional leadership, communication, and stakeholder management abilities.

• Five9 certifications or advanced expertise in the platform.

• Familiarity with WFM tools, CRM systems (e.g., Salesforce), and QA platforms.

• Background in process improvement methodologies (Lean, Six Sigma).

• Experience in scaling contact center operations or leading transformation initiatives.

🏝️ Benefits

• At least 20 PTO days accrued in the first year along with 11 paid holidays.

• Flexible work arrangements.

• Comprehensive medical, dental, vision, and life insurance plans.

• Flexible spending accounts for medical and dependent care.

• 403(b) & Roth 403(b) with employer match up to 6%.

• Reimbursable training opportunities.

• Dress for your day policy.