Join Our Clients Team as a Customer Service Manager in Atlanta
Are you a seasoned leader with a passion for delivering exceptional customer experiences? We're seeking a dynamic Customer Service Manager to lead and elevate an Atlanta-based support team. This is a strategic, head-level role offering the opportunity to shape customer service standards, mentor talented teams, and collaborate across global departments.
What You'll Do:
- Lead & Develop: Manage, coach, and inspire the Atlanta Customer Service team, fostering their professional growth and ensuring high performance.
- International Collaboration: Build strong partnerships with customer support teams in the US, India, and Manila to promote consistent service quality and sharing of best practices.
- Operational Oversight: Oversee daily operations across channels-phone, chat, email-while setting and maintaining target KPIs such as AHT, CSAT, FRT,Occupancy, and Quality.
- Continuous Improvement: Implement initiatives to reduce missed contacts, enhance customer satisfaction, and streamline processes.
- Cross-Functional Partnering: Work closely with Sales, Design, Production, Technology, and global business units to elevate the customer experience and provide actionable feedback.
- Administrative Excellence: Manage payroll, compliance, and collaborate on recruiting, onboarding, and staffing of Customer Service, Support, and Design teams.
- Issue Resolution: Handle escalated customer issues with professionalism, ensuring swift resolutions and maintaining brand reputation.
- Reporting & Analysis: Regularly analyze team performance, attendance, attrition, and service metrics to produce insightful reports for leadership.
What We Require:
- Bachelor's Degree in Business, Communications, Marketing, or related field.
- 5-10 years of managerial experience in US-based Customer Service, Sales, or Support roles.
- Proven success leading and collaborating with international support teams.
- Strong knowledge of CRM systems, multi-channel support platforms, and payroll management.
- Ability to analyze complex data, optimize workflows, and implement strategic improvements.
- Excellent communication, organizational, and leadership skills.
- Experience in Ecommerce is preferred but not mandatory.
Why Join Us?
- Impact & Growth: Play a pivotal role in shaping our customer service excellence and advancing your leadership career.
- Collaborative Environment: Work with cross-functional teams that value innovation and continuous improvement.
- Career Development: Opportunities for training, skill enhancement, and upward mobility.
- Competitive Benefits: Enjoy a comprehensive package including health benefits, paid time off, and performance incentives.
If you're ready to lead a passionate customer service team in a thriving organization and make a tangible difference in our clients' experience, we want to hear from you!
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