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Customer Service Manager

CornerStone TTS

Irving, TX

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JOB DETAILS
SALARY
$45,000–$55,000 Per Year
JOB TYPE
Full-time, Employee
SKILLS
Artificial Intelligence (AI), Business-to-Business (B2B), Chinese Language, Communication Skills, Consumer Electronics, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Service Management, Customer Service Operations, Customer Support/Service, Data Analysis, English Language, Marketing, Mobile Devices, Multilingual, Multitasking, Online Chat, Operational Support, Operations, Partner Sales, Performance Metrics, Problem Solving Skills, Process Improvement, Product Support, Product/Service Launch, Quality Management, Resolve Customer Issues, Return Merchandise Authorization (RMA), Salesforce.com, Smartphones, Spanish Language, Team Player, Voice Chat, eCommerce
LOCATION
Irving, TX
POSTED
16 days ago

Customer Service Manager

Type: Direct Hire
Location: Irving, TX
Work Setting: Onsite
Compensation: $45,000 – $55,000

We are partnering with an innovative global consumer technology company that designs and manufactures smartphones and wearable devices. With a growing presence in the U.S. market, this organization is expanding its customer support function and seeking a hands-on Customer Service Manager to oversee daily support operations.

This opportunity is ideal for someone who enjoys solving customer issues, improving processes, and collaborating cross-functionally — while helping enhance support tools, including AI-driven chat and voice platforms.

Key Responsibilities

Customer Support Operations

  • Manage and resolve customer inquiries via email, live chat, and phone

  • Serve as the product expert for smartphones and wearable devices

  • Troubleshoot device setup, connectivity, and hardware issues

  • Handle B2B and B2C escalations

  • Manage the RMA (Return Merchandise Authorization) process

  • Ensure all customer interactions are documented accurately in Salesforce

AI & Support Tools

  • Assist in the setup and optimization of AI chat and voice platforms

  • Develop and refine automated workflows aligned with brand tone

  • Analyze support data and AI performance metrics to improve service quality

Cross-Functional Collaboration

  • Partner with sales and marketing teams to support product launches

  • Work with global teams to maintain consistent service standards

  • Maintain strong knowledge of products, policies, and connectivity requirements

Qualifications

  • Experience in customer service management (consumer electronics, mobile devices, telecom, or related industry preferred)

  • Strong troubleshooting skills with connected devices and cellular services

  • Experience managing escalations and RMA processes

  • Proficiency with Salesforce or similar CRM platforms

  • Exposure to AI-driven chat or voice support tools preferred

  • Strong communication and problem-solving skills

  • Ability to manage multiple priorities in a fast-paced environment

  • Bachelor’s degree preferred

Bilingual English/Spanish preferred
Chinese language skills are a plus

About the Company

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CornerStone TTS