Customer Service Manager

JOIN THE TEAM THAT'S REDEFINING AUTOMOTIVE LIGHTING

ABOUT ORACLE LIGHTING

ORACLE Lighting is an industry-leading innovator in automotive and off-road lighting solutions, known for pushing the boundaries of technology and style. We're a passionate team on a mission to illuminate the road ahead and we're growing fast. If you're ready to lead from the front, inspire a team, and make a real impact, this is your moment.

THE OPPORTUNITY

We're looking for a dynamic, customer-obsessed Customer Service Manager to own and elevate our entire customer experience operation. You'll lead a team of remote Customer Service Agents, champion our brand in every interaction, and build the systems and culture that turn customers into lifelong ORACLE fans. This is a high-impact leadership role where your ideas matter, your results are visible, and your career can accelerate.

WHAT YOU'LL DO

• Lead, coach, and energize a team of remote Customer Service Agents delivering fast, accurate, and empathetic service across phone, email, and live chat.
• Own daily operations, balancing workloads and managing ticket distribution through platforms like eDesk to keep everything running like a well-tuned engine.
• Be the go-to escalation expert, turning complex, high-stakes customer situations into positive, trust-building resolutions.
• Track call volumes and service levels in real time, fine-tuning workflows to keep response times sharp and team productivity high.
• Champion our 5-star review program by proposing incentives and sharing bi-weekly wins that celebrate the team's excellence.
• Craft, review, and continuously improve customer service macros and scripts to ensure every interaction reflects our quality standards.
• Dig into customer feedback from our 'Help Us Do Better' form and other touchpoints and turn insights into action plans.
• Maintain and update internal tools to ensure customer insights flow seamlessly to the right teams.
• Collaborate cross-functionally with other departments to keep communication tight and customer needs front-and-center.
• Analyze and report on KPIs, including CSAT scores, response times, resolution rates, and agent performance to drive continuous improvement.
• Identify process gaps and help develop SOPs and training programs that set the whole team up for success.

WHAT YOU BRING

Required:

• Proven leadership experience in customer service or senior-level customer support.
• Outstanding verbal and written communication skills to connect with people naturally and professionally.
• A calm, solutions-focused approach when resolving escalated issues with empathy and tact.
• Stellar time management and organizational chops. You thrive in fast-paced, multi-priority environments.
• Hands-on experience with support platforms.
• Analytical mindset with the ability to turn data into meaningful, performance-boosting decisions.
• A leadership style that inspires accountability, personal growth, and a positive team culture.

Preferred (Bonus Points!):

• Experience managing remote or outsourced customer service teams.
• Background in the automotive or aftermarket parts industry.
• Familiarity with Shopify, Slack, and integrated customer service ecosystems.
• Passion for continuous improvement and a love of well-documented processes.

HOW WE MEASURE YOUR SUCCESS

• High customer satisfaction and resolution rates that reflect genuine care.
• Consistent positive feedback from customers and internal stakeholders.
• A highly engaged, high-performing customer service team.
• Efficient, optimized ticket and call volume management.
• Ongoing service process improvements that elevate the entire customer experience.

WHY ORACLE LIGHTING?

• Work for a recognized leader in automotive lighting innovation.
• Be part of a culture that values bold ideas, team wins, and customer obsession.
• Lead a motivated team and have a direct impact on how customers experience our brand.
• A collaborative, energetic environment based out of Metairie, LA — at the heart of a vibrant community.

Ready to Light the Way Forward?

Apply now and join a team that's passionate about innovation, service, and making every customer