Customer Experience Support Manager — Call Center Leader

Generation Tux; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

Generation Tux is seeking a Customer Service Support Manager to lead our Louisville call center and drive exceptional service and operational excellence. This onsite role reports to the Director of Customer Experience and focuses on people, processes, and performance in a fast-growing startup environment.

The ideal candidate will bring 3+ years of call center leadership and 5+ years in customer service, with strong budgeting, communication, and leadership skills.

Qualifications

• 3+ years of call center leadership and people management.
• 5+ years of customer service experience in a call center.
• Strong leadership in a high-performing team environment.
• Solid budgeting and financial analysis understanding.
• Excellent verbal and written communication skills.
• Strong relationship-building and motivational skills.
• Self-motivated, organized and able to work independently.
• Ability to think outside the box; technology and web savvy.

Responsibilities

• Manage day-to-day operations of an inbound call center.
• Conduct effective resource planning to maximize productivity of people and technology.
• Evaluate and monitor performance with key inbound metrics across channels.
• Coach and train staff to maintain high customer service standards.
• Motivate and mentor staff; provide feedback and drive continuous improvement.
• Create schedules that fit inbound needs with consistency for employees.
• Oversee hiring and staff development with the Training team.
• Hold first-line managers accountable for managerial work.
• Be SME on customer service systems, workflows, and business rules.
• Assist in resolving escalated customer situations; act as final escalation point.
• Collaborate with senior leaders to improve customer experience and CX metrics.
• Maintain corporate objectives and goals.
• Other tasks as assigned by leadership.

Skills

Call center leadership

Customer service

Leadership skills

Organizational skills

Budgeting

Negotiation

Verbal and written communication

Relationship building

Self-motivated

Out-of-the-box thinking

Tech savvy

Job description

Generation Tux is seeking a Customer Service Support Manager to lead our Louisville call center and drive exceptional service and operational excellence. This onsite role reports to the Director of Customer Experience and focuses on people, processes, and performance in a fast-growing startup environment.

The ideal candidate will bring 3+ years of call center leadership and 5+ years in customer service, with strong budgeting, communication, and leadership skills.