Customer Service Lead: Elevate CX & Team Performance

Onyx Coffee Lab; Rogers (AR); On-site; USD 60,000 - 80,000; Full time

Job summary

A specialty coffee roaster is seeking a Customer Service Manager to lead their customer service team. You will be responsible for enhancing the customer experience, managing escalations, and ensuring timely responses across all communication channels. The ideal candidate will have over 4 years of experience in customer service and at least 2 years in a leadership role. A passion for coffee is a plus, and the position is full-time based in Rogers, Arkansas.

Qualifications

• 4+ years of customer service experience, including 2+ years in a leadership role.
• Strong leadership and team development skills.
• Proven problem-solving and conflict resolution abilities.

Responsibilities

• Lead, coach, and support a high-performing customer service team.
• Ensure timely, thoughtful responses to inquiries, complaints, and issues.
• Implement and manage the Gorgias customer service platform.

Skills

Leadership and team development

Problem-solving

Organizational skills

Time management

Cross-functional collaboration

Tools

Zendesk

Gorgias

Job description

A specialty coffee roaster is seeking a Customer Service Manager to lead their customer service team. You will be responsible for enhancing the customer experience, managing escalations, and ensuring timely responses across all communication channels. The ideal candidate will have over 4 years of experience in customer service and at least 2 years in a leadership role. A passion for coffee is a plus, and the position is full-time based in Rogers, Arkansas.