Customer Service Manager - People Leader (FT, ET hours)

Langford Staffing; Sur; Presencial; COP 95.227.000 - 108.831.000; Jornada completa

Descripción de la vacante

Langford Staffing is seeking a Customer Service Manager to directly manage a team of client-facing employees, oversee workload and priorities, and drive performance, service quality, and client retention. The role emphasizes formal people-management with direct reports and requires strong coaching, documentation, and escalation handling.

You will ensure onboarding, regular check-ins, and adherence to company systems while coordinating with internal departments and external partners to meet

Formación

• Four or more years in customer experience, customer success, service delivery, account management, operations, property management, or another recurring-service environment.
• At least two years of formal people-management experience with direct reports in a client-facing or operational department.
• Experience coaching employees, evaluating performance, and addressing underperformance.
• Experience handling escalations, service failures, renewals, and client-retention risks.
• Experience assigning work, monitoring deadlines, and holding employees accountable.
• Experience coordinating across departments, vendors, or external partners.
• Experience using KPIs, dashboards, CRM, ticketing, or workflow-management systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently during Eastern Time business hours.
• Reliable internet, backup connectivity or power, and a professional environment for calls.

Responsabilidades

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure employees understand their priorities and deadlines.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, poor-quality work, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment or replacement when improvement does not occur.
• Ensure customer onboarding, scheduled check-ins, and follow-ups are completed.
• Identify dissatisfied or at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance-sensitive matters.
• Coordinate service requests across internal departments and external partners.
• Hold employees and service partners accountable for their commitments.
• Ensure employees follow company systems, documentation standards, and escalation procedures.
• Evaluate whether performance problems are caused by workload, process, training, or individual performance.
• Produce reports identifying client risks, overdue work, team performance, and required action.
• Improve workflows, service standards, reporting, and departmental accountability.

Descripción del empleo

Langford Staffing is seeking a Customer Service Manager to directly manage a team of client-facing employees, oversee workload and priorities, and drive performance, service quality, and client retention. The role emphasizes formal people-management with direct reports and requires strong coaching, documentation, and escalation handling.

You will ensure onboarding, regular check-ins, and adherence to company systems while coordinating with internal departments and external partners to meet