Manager, Customer Service

Job Purpose: The Customer Service Manager leads service operations while driving a strong QA culture to ensure consistent, high-quality customer interactions. Accountable for team performance, coaching, and continuous improvement to enhance customer experience, increase satisfaction, and deliver efficient, effective support.

Essential Duties:

• Lead Daily Operations: Oversee day-to-day customer service activities to ensure timely responses, efficient resolution, and adherence to service level agreements. (SLAs)

• Drive QA Culture: Implement and reinforce a quality assurance framework, including regular call/tickets reviews, calibration sessions, and consistent feedback.

• Coach & Develop Team: Provide ongoing coaching, performance feedback, and development plans to improve individual and team performance.

• Monitor & Manage Performance: Track key metrics (QA, CSAT, response time, resolution time) and take actions to address performance gaps.

• Enhance Customer Experience: Identify trends and pain points in customer interactions and implement improvements to drive higher satisfaction and first contact resolution.

• Support Training & Enablement: Partner with training teams to ensure onboarding and continuous learning programs align with business needs and system/process changes.

• Optimize Processes: Identify inefficiencies in workflows and implement process improvements to increase productivity and service quality.

• Collaborate Cross-Functionally: Work with product, operations, and support teams to address root causes of issues and improve overall service delivery.

• Ensure Team Accountability: Set clear expectations and hold team members accountable for performance, attendance, and QA standards.

• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Performance Management: Ability to monitor metrics, identify gaps, and execute action plans

• Coaching & Development: Skilled in delivering feedback, conducting 1:1s, and improving employee performance

• Quality Management: Ability to evaluate customer interactions and drive quality improvement

• Communication: Clear, concise verbal and written communication across all levels

• Problem Solving: Diagnose issues quickly and implement practical solutions

• Ability to lead and motivate teams in a fast-paced metric-driven environment

• Ability to manage multiple priorities while maintaining service levels

• Ability to build a culture of quality and continuous improvement

• Ability to collaborate cross-functionally with operations, training, and product teams

Minimum Qualifications:

• High school diploma or GED

• 4+ years of call center management experience

• Supervision of high-volume call center

Preferred Qualifications:

• Bachelor’s Degree in Business Administration or equivalent

• Managed 50+ associates, supervisors and/or team leads

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.

• Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $95,846.29 - $109,264.77 per year
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.