Customer Service Leader & Experience Coach

Blade HQ; Marion (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

100% employer-paid medical

Dental and Vision coverage

Life insurance

Paid time off

Employee discounts

Casual dress code

Job summary

Blade HQ is seeking a Customer Service Manager to lead a high-performing team responsible for phone, email, chat, social media, and returns processes. You will drive quality, policies, and customer experience across departments, guided by metrics and feedback.

The role emphasizes staff development, performance management, and cross-functional collaboration to improve workflows and satisfaction. On-site in a fast-paced environment.

Qualifications

• Strong written and verbal communication with a patient, professional, and solution-oriented approach.
• Leadership, coaching, performance-management, and team-development skills.
• Sound judgment and de-escalation skills for difficult customer or employee situations.
• Ability to analyze service data, identify trends, and turn findings into practical improvements.
• Strong organization, scheduling, prioritization, and follow-through in a high-volume environment.
• Working knowledge of customer-service best practices, quality assurance, and process improvement.
• Proficiency with CRM/ticketing systems, phone and chat tools, spreadsheets, word processing, and performance reporting.
• Ability to build effective working relationships across departments and communicate changes clearly.

Responsibilities

• Lead, coach, and support Customer Service Team Leads and agents. Set clear expectations for accountability, professionalism, and customer-focused decision-making.
• Monitor phone, email, chat, social media direct messages, and online ratings/reviews to ensure timely, accurate, and high-quality customer interactions.
• Work with Team Leads to manage quality assurance, productivity, service levels, schedule adherence, and other department performance expectations.
• Resolve escalated customer and employee issues. Apply company policy and coordinate solutions with other departments when needed.
• Oversee returns, warranty, fraud/loss-prevention, and related customer-service processes to ensure policies and procedures are applied consistently.
• Conduct regular one-on-one meetings, coaching conversations, and quarterly performance evaluations. Document goals, development plans, and follow-up actions.
• Review resumes, interview candidates, support hiring decisions, and coordinate onboarding and training for new Customer Service employees.
• Manage department scheduling and coverage for planned absences, peak-volume periods, and changing business needs.
• Maintain and communicate standard operating procedures, training materials, escalation paths, and policy updates.
• Monitor department KPIs and customer feedback. Provide recurring reports on trends, risks, performance gaps, and recommended actions.
• Meet or exceed established customer satisfaction, response-time, productivity, and quality targets while maintaining a positive customer experience.
• Partner with Operations, Warehouse/Fulfillment, IT, E-commerce, Marketing/Social Media, and other teams to resolve customer-impacting issues and improve workflows.
• Evaluate tools, systems, automation, and process changes that can improve response speed, accuracy, reporting, and team efficiency.
• Ensure the team has the equipment, system access, supplies, and resources needed to perform its work effectively.
• Promote a positive, collaborative, and accountable team culture and maintain an organized, professional work environment.
• Perform other duties and responsibilities as assigned by management.

Skills

Communication

Leadership

De-escalation

Data analysis

Organization

CRM systems

Team development

Education

Bachelor's degree preferred

Job description

Blade HQ is seeking a Customer Service Manager to lead a high-performing team responsible for phone, email, chat, social media, and returns processes. You will drive quality, policies, and customer experience across departments, guided by metrics and feedback.

The role emphasizes staff development, performance management, and cross-functional collaboration to improve workflows and satisfaction. On-site in a fast-paced environment.