Customer Service Manager

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Customer Service Manager opportunity with reputable packaging company! (Greater ATL - hybrid) - send your resume to https://jobot.com/apply/customer-service-manager/1097066837?utm_source=Monster

This Jobot Job is hosted by: Marcus Curiel
Are you a fit? Easy Apply now by clicking the "Quick Apply" button and sending us your resume.
Salary: $80,000 - $95,000 per year

A bit about us:

We are seeking a hands-on Customer Support Manager to hire, develop, and lead a high-performing customer support team within a fast-paced B2B organization. This leader will oversee daily service operations, drive accountability around KPIs and SLAs, and partner across departments to deliver an exceptional customer experience.

Why join us?

• Strong company culture with a local presence.
• Great leadership and company culture.
• Hybrid work schedule.
• Excellent opportunity to join a growing organization.
• Comprehensive benefits & compensation package

Job Details

Responsibilities

• Hire, onboard, coach, and develop customer support team members.
• Establish performance expectations and provide ongoing feedback and corrective action when needed.
• Manage team workload, resource allocation, productivity, service quality, and SLA performance.
• Monitor KPIs, dashboards, and customer feedback to identify trends and improvement opportunities.
• Develop, implement, and evaluate customer service and sales support procedures.
• Lead process improvements that increase efficiency and strengthen the customer experience.
• Support the resolution of escalated customer issues and complaints.
• Partner with Sales, Operations, Finance, Marketing, and other internal stakeholders.
• Assist with onboarding and training Account Executives on customer-facing processes.
• Provide hands-on support to the team when business needs require it.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of experience leading a customer support, customer service, sales support, or order management team.
• Experience managing direct reports in a fast-paced, customer-focused environment.
• Strong background managing KPIs, SLAs, workload allocation, and employee performance.
• Demonstrated success improving processes, workflows, and standard operating procedures.
• Experience working cross-functionally with Sales, Operations, Finance, and other business partners.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Experience with order management or order automation systems required; AI-related experience is a plus.

Interested in hearing more? Easy Apply now by clicking the "Quick Apply" button.

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