Sr Customer Service Manager

Are you ready to #JoinTheClub?

Summary:

The Sr Customer Service Manager owns the end-to-end customer experience. This role is accountable for customer retention, inbound sales conversion, revenue protection, and resolution quality. They oversee day-to-day operations within the Support Center; ensuring all customer issues are handled with excellent service.

This position transforms the customer experience function from a call center into a profit- and sales-supporting operation by driving retained revenue, recovered revenue, and new sales opportunities from customers contacting the main office.

The role leads customer service and claims staff sets the operating rhythm, performance standards, and strategic growth mindset for the customer experience organization.

As A Customer Experience Manager You Will:

• Own customer experience outcomes across all channels (calls, email, escalations)
• Lead retention strategy, cancellation prevention, and save performance
• Drive inbound sales and conversion opportunities from customer contacts
• Ensure customer interactions consistently support membership growth and revenue
• Own customer escalations and ensure accountability across departments
• Lead and develop staff with a focus on outcomes and revenue impact
• Track performance metrics tied to retention, conversion, resolution quality, and revenue
• Analyze trends, root causes, and systemic issues impacting customer satisfaction and sales
• Partner cross-functionally with Field Operations, Marketing, IT, HR and Recruiting to consistently improve the customer experience
• Ensure consistent customer communication standards, sales messaging, and escalation paths
• Drive continuous improvement in tools, workflows, training, and sales enablement
• Select, interview, hire, onboard, and mentor staff
• Manage disciplinary issues up to and including termination
• Operate according to Club Car Wash rules, policies, and procedures

What We Are Looking For In You:

• Bachelor’s degree in Business Administration, Marketing, Sales or related field preferred
• Ability to work a varied schedule
• Proficiency with technology, phone systems, and software (ServiceNow experience preferred)
• Strong problem-solving, decision-making, and cross-functional communication skills
• 5-8 years of supervisor experience in call center or customer operations environments preferred
  
• Experience managing teams of 20 or more
• Retail or B2C experience preferred

Benefitting You:

• Career advancement opportunities – A job that grows with you, we promote our great team members
• On-site & continual training and development
• Paid Time Off beginning from the day you start
• Comprehensive benefits package including medical, dental and vision, and pet insurance
• Plan for your future with 401K contribution options and company match
• Newly renovated gym and locker rooms

Salary: $104,000 + bonus up to $140,000-$160,000

Club Car Wash is an equal opportunity employer.

All positions are contingent on passing a pre-employment drug screening and background check.

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