Customer Service Manager

Vinx Pest Control is a customer service company that just so happens to control bugs. We believe exceptional service, communication, and care for our customers matter just as much as solving pest issues. As a Customer Service Manager, you’ll play a key leadership role in creating an outstanding customer experience by supporting our team, resolving customer concerns, improving processes, and helping drive a positive, high-performing culture. We are looking for someone who is organized, people-focused, solution-oriented, and excited to lead with professionalism, empathy, and accountability in a fast-growing company.

About the Role

Vinx Pest Control is seeking an experienced, in-office Customer Service Manager to lead and own our global, remote customer service operation. In this role, you will be stationed at our corporate office, directly overseeing an overseas team of approximately 15 customer service representatives who operate across multiple time zones.

This is a high-ownership leadership role. You will be responsible for driving the overall customer experience, managing team performance, and directly handling escalated customer concerns. We are looking for a reliable, self-directed leader who can drive accountability, elevate a remote team, and continuously improve our service delivery.

Key Responsibilities

• Team Leadership: Direct, coach, and develop an overseas team of ~15 remote customer service representatives.
• Escalation Management: Personally step in to handle and resolve complex, escalated customer service concerns with professionalism and urgency.
• Queue Management: Oversee daily call, chat, and ticket queues to ensure timely, high-quality responses and adherence to service level agreements (SLAs).
• Performance & Accountability: Monitor key performance indicators (KPIs), build QA standards, and manage team accountability, including conducting performance reviews and addressing underperformance.
• Operations & Scheduling: Manage shift coverage plans, schedules, and escalation workflows to ensure seamless support.
• Training & Onboarding: Support the hiring, onboarding, and continuous training of new remote representatives, ensuring they are equipped with up-to-date scripts and process documentation.
• Cross-Functional Collaboration: Partner with local operations, sales, and field teams to resolve customer issues efficiently.

Qualifications

• Management Experience: Proven track record of managing a team of 10+ customer service representatives (experience managing remote or overseas teams is highly preferred).
• Escalation Expertise: Strong background in conflict resolution and managing escalated customer situations.
• Operational Skills: Strong understanding of core customer service functions, including scheduling, QA tracking, training, and CRM workflows.
• Leadership Drive: Exceptional ability to enforce accountability, motivate a remote workforce, and align team execution with company goals.
• Communication: Excellent written and verbal communication skills.
• Reliability: Ability to work consistently in-office Monday through Friday for an early-morning 8-hour shift starting around 6:00 AM.

Preferred Experience

• Background in home service-based industries (pest control, HVAC, plumbing, lawn care, or similar).
• Familiarity with the following operational tools:
• Dialpad (phone system)
• GoHighLevel (CRM / marketing automation)
• FieldRoutes (field service management)

Compensation & Benefits

• Salary: $50,000 - $70,000 annually, commensurate with experience.
• Structure: Regular full-time, W2 employment position.
• Fully in-office environment providing direct connection to executive leadership and local operations.

Who Should Apply

If you are an experienced customer service leader who thrives on accountability, loves solving complex customer issues, and wants meaningful ownership of a growing team, we encourage you to apply.

Vinx Pest Control provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type in accordance with applicable federal, state, and local laws.

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Paid time off

Work Location: In person