Customer Service Manager

Customer Service Representative Team Manager

RouteGenie is a modern, all-in-one software platform designed for medical transportation providers, brokers, and health systems. We help businesses streamline and automate routing, scheduling, dispatching, billing, and fleet management—empowering them to reduce costs, improve on-time performance, and deliver better service to their customers and communities.

In this role, you'll manage the global Customer Service Representative team to ensure customer success and operational efficiency, serving as the escalation point for complex technical or process issues related to RouteGenie's software platform. This position combines strategic team management with high-level system analysis, focused on optimizing the support team's performance, enhancing system functionality, and maintaining expert user guidance. We are looking for someone to drive team performance and also be hands-on to provide the team with additional capacity.

This is an onsite position located in Buffalo, NY, working a hybrid schedule (Monday–Friday) with flexible core business hours and work-from-home days. The estimated salary range is $70,000 - $125,000 annually, based on experience, plus an annual bonus opportunity.

What You'll Do

• Team Leadership & Management:
• Manage, coach, and develop the global Customer Service Representative team, including hiring, training, scheduling, and conducting regular performance reviews and one-on-one meetings.
• Monitor team performance against key metrics (e.g., SLA adherence, response time, customer satisfaction, customer reviews) and implement strategies for continuous improvement.
• Technical Escalation & Oversight:
• Serve as the final point of escalation for complex, Tier 3, and critical support issues, ensuring swift and effective resolution to maintain high customer satisfaction.
• Oversee the help desk ticketing system, ensuring proper ticket triaging, prioritization, and adherence to Service Level Agreements (SLAs) across the team.
• Lead the strategy and deployment of AI customer service agents, seamlessly embedding automation into the SaaS support ecosystem to enhance team productivity and customer service.
• Operational & System Optimization:
• Support operational teams by overseeing the configuration, maintenance, and troubleshooting of customer-facing business systems and SaaS tools to ensure optimal team and system functionality.
• Gather and strategically analyze customer pain points and system functionality gaps, translating them into clear requirements for internal process improvements and/or product roadmap considerations.
• Knowledge Management:
• Develop and maintain customer-facing knowledge base articles, internal procedures, and technology documentation, ensuring all materials are accurate and up-to-date.
• Cross-Functional Coordination:
• Coordinate directly with internal Product and Engineering teams and external vendors for bug escalations, license management, and deeper technical support on system integrations, representing the voice of the customer support team.
• Office Operations Leadership:
• Oversee day-to-day office operations and administrative functions, ensuring a productive, organized, and professional workplace environment.

What We're Looking For

• Proven experience (2+ years), leading, managing, and mentoring a global technical Customer Service, Help Desk, or Support team.
• Proven experience (6+ years), working in a technical Customer Service, Help Desk, or Support team.
• Demonstrated ability to manage and resolve complex technical and operational issues, focused on optimizing team workflows and improving overall customer experience.
• Demonstrated experience working with SaaS platforms, ticketing systems, databases, or operational software environments in a leadership capacity.
• Experience with Customer Relationship Management tools (e.g. Salesforce) and ticketing/workflow management tools (e.g. JIRA). Ability to seamlessly work through and automate processes in these tools.
• Excellent verbal and written communication skills with the ability to clearly articulate technical issues, provide coaching feedback, and work effectively across technical and non-technical internal and external teams.
• Strong organizational skills and the ability to strategically manage a high-volume support environment, prioritize competing business and customer needs, and develop efficient team processes.

Why You'll Love Working Here

• Customer‑First Approach: From initial implementation through long‑term support, our team builds solutions to support our customers for the long term. Proven Results, Fast Innovation: Our platform empowers customers to complete more trips with the same fleet, cut down on no-shows, and improve billing accuracy. We are continuously innovating and investing in our platform so our customers can improve their operations.
• Culture of Collaboration & Improvement: You'll work alongside a team of passionate problem-solvers who share knowledge freely, celebrate wins together, and push each other to do their best work.
• Room to Grow: At RouteGenie, you'll have opportunities to expand your skills, take on new challenges, and innovate in a fast-moving environment where your contributions truly matter.

Benefits & Perks

We know great work starts with a supportive environment. Here's what we offer:

• Competitive pay with an annual bonus opportunity
• Health, dental, and vision insurance
• Paid time off, holidays, and flexible core business hours
• 401(k) retirement plan with company contribution
• Company paid parking in a covered parking garage
• Professional development opportunities, including training and conferences
• A collaborative, mission-driven culture where your impact is seen and valued

Ready to Join Us?

At RouteGenie, your efforts will directly support our mission to connect people and care by powering the technology that moves them. If you're ready to bring your skills to a collaborative, fast-moving team, we'd love to hear from you—apply today!