Customer Service Manager

Biggby-Coffee; East Lansing (MI); Remote; USD 65,000 - 90,000; Full time

Job summary

Biggby-Coffee is seeking a Customer Service Manager to lead the Fanatic Factory, our customer service team. You will oversee the Hotline, Franchise Community Line, and Freshdesk, driving quality, speed, and care for franchisees and guests.

You’ll coach a remote team, build QA programs, and partner with home office teams to resolve issues while maintaining service excellence in a fast-paced QSR franchising environment.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Minimum 3 years in customer service or call center management.
• Experience coaching and developing teams to high performance.
• Proven ability to leverage technology to improve service delivery.

Responsibilities

• Own the daily administration and health of the Freshdesk ticketing system, including workflows, tagging, routing, and automations.
• Lead, motivate, and engage the customer service team with clear expectations.
• Build and run a quality assurance program with scorecards and standards.
• Train associates on Hotline, FCL, and feedback emails using performance data.
• Champion franchisee satisfaction and partner with home office teams to resolve issues.
• Provide data insights to leaders to identify trends and root causes.
• Escalate complex or sensitive matters to the appropriate owner.
• Manage schedules and staffing to meet service levels across channels.

Skills

Team leadership

Coaching

Freshdesk

Data analysis

Remote work

MS Office

Communication

Education

High School Diploma

Associate/Bachelor degree preferred

Tools

Freshdesk

Nextiva

MS Office Suite

Job description

Job Title: Customer Service ManagerPosition Reports To: Vice President of People Operations & LegalPositions Reporting to This Job: Call Center (Support Center) AssociatesManagerial Responsibility: Team LeaderJob Type: Remote w/ TravelJob Level: Grade 7FLSA Classification: ExemptCompetency Grouping: LeaderJOB SUMMARYThe Customer Service Manager leads the Fanatic Factory, our customer service support team, which manages the Franchise Community Line (FCL), the B Heard Hotline, and the Freshdesk ticketing system. This leader builds a motivated, high-performing team, sets and upholds quality standards, and coaches associates to deliver timely, accurate, and caring support. The role uses data and technology to improve systems and processes, strengthen franchisee satisfaction, and create experiences that wow our guests in alignment with our purpose, mission and values.ESSENTIAL DUTIES AND RESPONSIBILITIESOwn the daily administration and health of the Freshdesk ticketing system, including workflows, tagging, routing, and automations, so that every ticket is assigned, tracked, and resolved.Lead, motivate, and engage the customer service team. Set clear expectations, recognize strong work, and build a culture of ownership, accountability, and customer care.Build and run a quality assurance program, including ticket and call reviews, scorecards, and clear quality standards for resolution.Train and coach associates on the Hotline, FCL, and feedback emails, using quality reviews, customer feedback, and performance data to drive consistent improvement.Champion franchisee satisfaction by making sure franchisees receive responsive, accurate, and respectful support, and by sharing recurring franchisee pain points with the appropriate home office teams.Partner with Franchise Business Consultants and other home office teams to route issues and close the loop with franchisees and guests, recognizing that franchisees own and operate their businesses.Provide data insights to team leaders to help identify and resolve operational issues.Serve as the escalation point for complex or sensitive matters, and route legal, HR, food safety, or other high-risk issues to the right owner under company protocols.Manage team schedules and staffing coverage to meet service levels across all support channels.Perform regular audits of the ticket system and service data to identify trends, gaps, and root causes.Identify, recommend, and implement system and process improvements that increase efficiency, consistency, and resolution quality.Track and report key service metrics (such as response time, resolution time, quality scores, and satisfaction results), and use them to set goals and measure progress.Maintain clear procedures, templates, and knowledge resources so associates give consistent, accurate answers.Manage performance and development needs of all direct reports through annual performance planning and regular performance communication.Answer tickets that have been escalated.This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.ADDITIONAL RESPONSIBILITIES (IF NECESSARY)N/AMINIMUM REQUIREMENTSEducationHigh School Diploma or equivalent requiredAssociate’s or Bachelor’s Degree highly preferredRelevant job experience may be substituted for educational requirementsExperienceMinimum of 3 years of customer service, call center, or support center experience requiredPrior people management experience required, including coaching, performance management, and team developmentDemonstrated experience leveraging technology to improve service delivery requiredDemonstrated track record of process improvement with measurable results requiredPrevious call center or support center management experience highly preferredExperience building or running quality assurance and coaching programs highly preferredExperience in quick service restaurant (QSR) or franchising highly preferredExperience managing remote teams preferredKnowledgeProficient in MS Office SuiteHands-on experience with Freshdesk or a similar ticketing platform requiredKnowledge of Nextiva phone line systems (or similar system) highly preferredWorking knowledge of customer service metrics, quality assurance scorecards, and reporting toolsAbilityBasic IT and operational troubleshooting abilities preferredAbility to maintain professional and calm demeanor in critical incidentsAbility to motivate, coach, and develop a team to consistently high performanceAbility to analyze data, spot trends, and turn insights into actionConflict resolution, relationship management, and de-escalation skillsMust be able to communicate clearly in written and spoken EnglishExcellent communication skills, both written and verbal, with a customer service-oriented mindsetAbility to excel in a remote work environment, both independently and as a member of a teamAbility to manage stress and conflicts in a work settingAbility to drive a collaborative and inclusive cultureLicensing / Professional CertificationN/APhysical RequirementsProlonged periods of seated workThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Other RequirementsReliable internet and setting to perform job remotelyNon-Traditional work hours may be requiredAbility to travel occasionally for team, home office, or system events