Manager of Customer Service

Role Overview

The Contact Center (Customer Service) Manager leads a frontline customer support team handling customer cases through chat and text messaging channels in a fast-paced logistics environment.

Responsibilities

• Lead and manage frontline associates handling customer inquiries via chat and SMS/text messaging
• Oversee supervisors and associates to ensure a high-quality, efficient, customer-centric support experience
• Monitor daily operations to meet service levels, response times, and quality standards
• Coach, mentor, and develop team members to improve performance and engagement
• Use KPIs and performance metrics to drive continuous improvement (e.g., CSAT, quality, handle time, schedule adherence)
• Partner cross-functionally to resolve escalations and improve customer processes

Requirements (Must-Haves)

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
• 4+ years leadership experience in a contact center or customer service environment
• Experience working with digital support channels (chat, SMS/messaging platforms), ideally in a remote environment
• Strong people leadership, coaching, and performance management skills
• Proven ability to analyze data and use insights to improve operations
• Proficiency with contact center tools, CRM systems, and reporting dashboards

Preferred

• Experience in logistics, transportation, or e-commerce industries

Benefits (Highlights)

• Medical, dental, and vision insurance; life and disability coverage
• 401(k) with company match
• Flex vacation (varies by location/state) and paid company holidays
• Paid sick leave; wellness and employee assistance programs
• Leave options including parental bonding and pregnancy disability leave