Customer Service Manager

Role Summary
The Customer Service Manager will own and scale the entire customer experience, serving as a key operator in both execution and transformation. This role is responsible for driving change management, sourcing and implementing advanced CX tools, and building a high-performance support operation that leverages AI, automation, and data to improve efficiency and customer outcomes. Working directly with Operations leadership, this individual will train and optimize AI agents, manage internal and contracted support teams, and lead structured onboarding and continuous training programs. They will also play a critical role in monetizing customer interactions by converting inbound demand into revenue while protecting the business through strong process control, accountability, and continuous system optimization.

1. Change Management & CX Transformation

● Serve as a primary driver of change management across the Customer Service function

● Lead adoption of more sophisticated tools, workflows, and automation across the CX ecosystem

● Partner directly with Operations leadership to ensure smooth rollout of new systems with minimal disruption

● Build and execute training plans, SOPs, and internal communication frameworks to support adoption

2. Tool Sourcing, Implementation & Optimization

● Identify, evaluate, and source best-in-class CX tools (helpdesk, AI, voice, analytics)

● Lead end-to-end implementation including configuration, testing, and rollout

● Continuously evaluate and optimize all CX software for performance, scalability, and cost efficiency

● Own vendor relationships, including performance management, cost control, and ROI tracking

● Identify gaps, redundancies, and opportunities to consolidate or upgrade the tech stack

3. AI Enablement & Agent Training

● Lead development and training of AI-driven customer support agents (chat, email, voice)

● Build and maintain training datasets, prompts, and response frameworks aligned with brand and compliance

● Establish hybrid workflows between AI and human agents to maximize efficiency

● Monitor AI accuracy, performance, and customer satisfaction, continuously refining outputs

4. Customer Service Monetization

● Partner with leadership to position Customer Service as a revenue-generating function

● Develop structured approaches for upselling, cross-selling, and converting inbound inquiries

● Capture and convert “missed sale” and first-time customer interactions into revenue

● Track and report on revenue influenced or generated by the CX team

5. Workforce Management (Internal & Contracted)

● Own relationships and performance of all contracted/outsourced Customer Service teams

● Manage onboarding, training, and ongoing accountability for both internal and external reps

● Implement QA programs, scorecards, and KPI tracking to ensure consistency and quality

● Optimize labor mix across internal staff, outsourced teams, and AI to drive efficiency and scale

6. Onboarding, Training & Continuous Improvement

● Own end-to-end onboarding for all new Customer Service team members

● Develop structured onboarding programs covering systems, products, policies, and brand voice

● Ensure rapid ramp to SLA and performance expectations through certification and training checkpoints

● Implement continuous training programs and coaching based on QA insights and performance gaps

● Maintain alignment between team knowledge, AI outputs, and evolving business needs

Pay: $60,000.00 - $80,000.00 per year

Work Location: Remote