Building Services Manager jobs in United States

We are looking for an experienced and driven Assistant Manager – Customer Service to lead and support a dynamic team of customer service agents. This role is responsible for ensuring smooth day-to-day operations, delivering excellent service experiences, coaching team members, and maintaining high-quality standards through structured processes and documentation.

The ideal candidate possesses a strong leadership presence, sharp problem-solving abilities, and a customer-first mindset to elevate the overall service delivery across touchpoints.

• Supervise, coach, and motivate a team of customer service agents
• Set performance objectives and conduct regular reviews
• Manage scheduling, shift planning, and resource allocation

• Ensure all customer inquiries are handled professionally and promptly
• Manage escalated complaints and complex cases with empathy and resolution focus
• Monitor quality of service via audits, feedback, and performance reviews

• Track and report on key KPIs (CSAT, FCR, First Response Time, NPS)
• Identify trends, gaps, and improvement areas through data analysis
• Drive implementation of new service systems and improvement initiatives

• Create and update Standard Operating Procedures (SOPs)
• Ensure documentation is current, accessible, and policy-compliant
• Train and align team members on updated processes and best practices

• Support onboarding of new hires and ongoing development of team members
• Conduct coaching sessions to enhance team performance and service quality

• Collaborate with other departments to resolve issues and improve customer satisfaction
• Share feedback from customers to inform product or service improvements

• Ensure adherence to internal policies, service standards, and regulations
• Maintain detailed records of training, processes, and service metrics

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
• 3+ years in a customer service role, with at least 1–2 years in a supervisory or team lead position
• Demonstrated experience in SOP creation and process documentation
• Strong leadership, coaching, and interpersonal skills
• Excellent verbal and written communication abilities
• Proficiency with tools such as HubSpot, Zendesk, Salesforce, Confluence, Google Docs, or SharePoint
• Organized, analytical, and calm under pressure
• Fluency in English is required; Arabic language skills are an advantage