Customer Service Manager

Jobot; Atlanta (GA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Hybrid work schedule

Comprehensive benefits package

Local presence

Job summary

Jobot is seeking a hands-on Customer Service Manager to hire, develop, and lead a high-performing customer support team within a fast-paced B2B organization in Atlanta. You will oversee daily service operations, drive accountability around KPIs and SLAs, and partner across departments to deliver an exceptional customer experience.

This on-site role with a strong benefits package offers an opportunity to impact the customer journey and build a high-performance support function within a growing

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years leading a customer support, customer service, sales support, or order management team.
• Experience managing direct reports in a fast-paced, customer-focused environment.
• Strong background managing KPIs, SLAs, workload allocation, and employee performance.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Experience with order management or order automation systems; AI experience is a plus.

Responsibilities

• Hire, onboard, coach, and develop customer support team members.
• Establish performance expectations and provide ongoing feedback and corrective action when needed.
• Manage team workload, resource allocation, productivity, service quality, and SLA performance.
• Monitor KPIs, dashboards, and customer feedback to identify trends and improvement opportunities.
• Develop, implement, and evaluate customer service and sales support procedures.
• Lead process improvements that increase efficiency and strengthen the customer experience.
• Support the resolution of escalated customer issues and complaints.
• Partner with Sales, Operations, Finance, Marketing, and other internal stakeholders.
• Assist with onboarding and training Account Executives on customer-facing processes.
• Provide hands-on support to the team when business needs require it.

Skills

Leadership

KPI management

Cross-functional collaboration

CRM experience

Process improvement

Team development

Communication

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

HubSpot

Order management systems

Job description

Customer Service Manager

$80000 - $95000 per year | Atlanta, GA | On-site | Permanent

A bit about us:

We are seeking a hands-on Customer Support Manager to hire, develop, and lead a high-performing customer support team within a fast-paced B2B organization. This leader will oversee daily service operations, drive accountability around KPIs and SLAs, and partner across departments to deliver an exceptional customer experience.

Why join us?

• Strong company culture with a local presence.
• Great leadership and company culture.
• Hybrid work schedule.
• Excellent opportunity to join a growing organization.
• Comprehensive benefits & compensation package

Job Details

Responsibilities

• Hire, onboard, coach, and develop customer support team members.
• Establish performance expectations and provide ongoing feedback and corrective action when needed.
• Manage team workload, resource allocation, productivity, service quality, and SLA performance.
• Monitor KPIs, dashboards, and customer feedback to identify trends and improvement opportunities.
• Develop, implement, and evaluate customer service and sales support procedures.
• Lead process improvements that increase efficiency and strengthen the customer experience.
• Support the resolution of escalated customer issues and complaints.
• Partner with Sales, Operations, Finance, Marketing, and other internal stakeholders.
• Assist with onboarding and training Account Executives on customer-facing processes.
• Provide hands-on support to the team when business needs require it.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience leading a customer support, customer service, sales support, or order management team.
• Experience managing direct reports in a fast-paced, customer-focused environment.
• Strong background managing KPIs, SLAs, workload allocation, and employee performance.
• Demonstrated success improving processes, workflows, and standard operating procedures.
• Experience working cross-functionally with Sales, Operations, Finance, and other business partners.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Experience with order management or order automation systems required; AI-related experience is a plus.

Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

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