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Senior Customer Service Manager
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Job Description
- Req#: 571686
Employer Industry: Personal and Business Development
Why consider this job opportunity:
- Salary range: $95,000 - $110,000 base, with performance-based bonuses of $5,000 - $10,000
- Opportunity for career advancement and growth within the organization
- Remote work flexibility
- Access to coaching programs and a mission-driven culture
- Comprehensive benefits, including medical, dental, vision, life & disability insurance
- Chance to build and scale a customer support department from the ground up
What to Expect (Job Responsibilities):
- Personally manage escalated, complex client cases and oversee payment-related matters
- Build and structure the Customer Care department, creating SOPs and training materials
- Own reporting across customer service activity, escalations, and outcomes
- Document workflows and systems to improve accuracy and reduce operational breakdowns
- Design and lead the scaling of customer support operations, including automation and AI tools
What is Required (Qualifications):
- Proven experience in building and scaling customer care departments
- Demonstrated ability to create and implement training programs and SOPs
- Mastery of customer support ticketing systems and CRM tools (e.g., Zendesk, HubSpot)
- Excellent written and verbal communication skills
- Strong Excel/Google Sheets skills, including reporting and data accuracy
How to Stand Out (Preferred Qualifications):
- Experience in coaching, education, training, or knowledge-based businesses
- Experience with migrating or implementing customer support ticketing systems
- Familiarity with implementing automation and AI tools, including CSR bots
- Experience supporting launches, events, or membership-based programs
- Background in building client success or account management functions
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