24/7 Multi-Channel CS Manager (Hybrid - Dallas)

Thriftbooks

Dallas (TX)

Hybrid

USD 53,000 - 55,000

Full time

8 days ago

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Benefits offered by this job

Competitive compensation package

Paid time off (15 days per year)

Medical & Vision Insurance

Dental Insurance

401k match

Annual bonus incentive

Free books

Professional development

Job summary

ThriftBooks, the world’s largest used book retailer, is seeking a Customer Service Manager in Dallas. You will lead a 24/7 team across email, voice, chat, and social channels to deliver outstanding service and optimize customer experience. Hybrid work options with in-person duties in Dallas support a high-performance culture.

The role emphasizes coaching, staffing, SLAs, and cross-functional collaboration to exceed customer expectations while maintaining efficiency and quality metrics.

Qualifications

6+ years of customer service management experience.
Experience leading multi-channel support teams (phone, email, chat).
Strong analytical and problem-solving abilities.
Ability to set staffing and scheduling for shifts.

Responsibilities

Lead and support a 24/7 Customer Service team across channels.
Coach and mentor team leads and representatives to meet targets.
Monitor KPIs like service levels, response times, quality, and CSAT.
Identify trends and implement solutions to improve efficiency and customer experience.
Collaborate with other departments to resolve issues and improve processes.

Skills

Leadership

Customer focus

Communication

Analytics

Education

Bachelor’s degree in business administration

Tools

CRM systems

Microsoft Office

Job description

The role emphasizes coaching, staffing, SLAs, and cross-functional collaboration to exceed customer expectations while maintaining efficiency and quality metrics.

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