Customer Service Manager

We are looking for a Customer Service Manager to lead service operations in Mason, Ohio in a contract-to-permanent capacity. This role is responsible for guiding front-line leadership and customer support staff while maintaining a strong focus on service quality, team performance, and client satisfaction. The ideal candidate brings a hands-on leadership style, builds productive partnerships across departments, and creates an environment centered on accountability, coaching, and continuous improvement.

Responsibilities:
• Lead supervisors, team leads, and service associates across both in-person and remote support functions, ensuring alignment with departmental priorities.
• Organize daily workloads, communicate expectations clearly, and monitor progress to keep operations running efficiently.
• Oversee team results against established service goals, using performance data to drive accountability and improvement.
• Deliver ongoing coaching, mentoring, and skills development to strengthen employee performance and support career growth.
• Partner with cross-functional stakeholders to improve workflows, refine service processes, and enhance operational consistency.
• Conduct regular one-on-one discussions and formal performance evaluations to provide feedback and set development goals.
• Review live interactions as well as recorded calls and chats to assess quality standards and identify coaching opportunities.
• Maintain a strong understanding of company offerings and programs so the team can accurately support customer needs.
• Collaborate closely with Sales Executives and other department leaders to address client needs, resolve issues, and support shared objectives.
• Assist with additional business priorities and special projects as needed to support broader team success.

Qualifications:

• Demonstrated experience leading customer service or call center teams, including supervision of frontline leaders and support staff.
• Strong background in customer account support and delivering a high standard of customer care.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to service quality and team productivity.
• Experience using call center systems, scheduling tools, or computer-aided dispatch platforms in a service-driven setting.
• Proven ability to coach employees, manage performance, and develop teams through consistent feedback and training.
• Comfortable working cross-functionally with sales and operational partners to improve customer outcomes.
• Strong communication, organization, and problem-solving skills with a focus on accountability and client satisfaction.

Compensation

$30.00-$30.00 Hourly

About Us

TalentMatch^®

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