Manager of Customer Service

Role Overview

Manager of Customer Service (Contact Center Manager) at OnTrac. This role leads a frontline customer support team handling customer cases via chat and text (SMS/messaging) channels in a fast-paced logistics environment.

Location: Remote (in states where OnTrac is authorized to employ)

Responsibilities

• Team leadership & channel operations: Lead and manage frontline associates handling customer inquiries through chat and text messaging platforms.
• Service level & quality execution: Monitor daily operations to ensure service levels, response times, and quality standards are consistently met.
• Coaching & team development: Coach, mentor, and develop team members; foster a positive, inclusive, high-performing team culture.
• KPI analysis & performance improvement: Analyze performance metrics such as CSAT, quality, handle time, and schedule adherence and implement improvement strategies.
• Cross-functional escalation support: Partner across teams to resolve escalations and improve customer processes.

Requirements (Must-Haves)

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience).
• 4+ years of leadership experience in a contact center or customer service environment.
• Experience leading teams in digital support channels (chat, SMS, messaging platforms), preferably remote.
• Strong leadership, coaching, and performance management skills.
• Proven ability to analyze data and use insights to drive decisions and improvements.
• Proficiency with contact center tools, CRM systems, and reporting dashboards.

Preferred Qualifications

• Experience in logistics, transportation, or e-commerce.
• Digital support leadership experience in remote environments.

Compensation & Benefits

• Base pay range: $84,000–$105,000 expected starting range; potential full base range $84,000–$126,000 depending on experience and factors.
• May be eligible for bonus/commission/incentives per plan.
• Comprehensive benefits may include medical/dental/vision, 401(k) with match, flexible vacation (based on state), paid holidays and sick leave, and parental/pregnancy disability leave, plus wellness programs.