Customer Service Manager

Confidential; Jacksonville (FL); On-site; USD 75,000 - 110,000; Full time

Job summary

Confidential in Northeast Florida is seeking a Customer Service Manager to lead a nationwide service organization from an on-site office. The role emphasizes hands-on leadership, coaching teams in real time, resolving customer issues, and driving service delivery excellence across the operation.

The ideal candidate will coach employees, monitor workflows, analyze performance trends, and partner with senior leaders to implement initiatives that improve customer experiences and operational

Qualifications

• 5+ years of leadership experience in customer service, contact center, operations, or service-focused environments.
• Hands-on leader who engages in day-to-day operations and real-time coaching.
• Strong coaching and employee development skills with a track record of improving performance.
• Experience handling escalated customer concerns and complex service situations.

Responsibilities

• Lead daily operations of the customer service function ensuring service levels and performance targets are met.
• Monitor workflows, customer interactions, and team productivity to identify improvements and provide real-time support.
• Coach, mentor, and develop employees through ongoing feedback and training.
• Resolve escalated issues and complex service situations while maintaining high customer satisfaction.
• Analyze service metrics and trends to identify opportunities to improve efficiency and quality.
• Partner with leadership to implement process improvements and operational initiatives.
• Manage staffing, scheduling, and resource allocation to support department goals.
• Assist with recruiting, onboarding, and training new employees.
• Promote a positive, accountable team culture focused on engagement and outcomes.
• Ensure adherence to policies, procedures, and regulatory requirements.
• Prepare and present operational updates and recommendations to leadership.

Skills

Leadership

Coaching

Operations management

Data analysis

Customer service

Education

Bachelor's degree in Business, Management, Communications, or related field

Tools

MS Office

Workforce management systems

Reporting tools

Job description

Are you a customer service leader who enjoys building strong teams, improving processes, and creating exceptional customer experiences? We are seeking an experienced Customer Service Manager to lead a dynamic service organization supporting a nationwide customer base. This role offers the opportunity to influence operational performance, develop employees, and drive continuous improvement within a collaborative and results-oriented environment.

The ideal candidate is a hands-on leader who enjoys being actively involved in the day-to-day operation, coaching employees in real time, resolving customer concerns, and identifying opportunities to improve service delivery. This is not a position that sits on the sidelines. The successful candidate will regularly partner with team members, monitor workflows, analyze performance trends, and contribute directly to operational success while fostering a culture of accountability, engagement, and exceptional service.

About the Opportunity

We are an established organization within the insurance industry serving customers across the United States. Our team is committed to delivering responsive service, operational excellence, and innovative solutions while maintaining a strong focus on employee growth and customer satisfaction.

The Customer Service Manager is responsible for overseeing the daily operations and personnel within the Customer Service Department. This position ensures compliance with company standards and applicable regulations while maintaining adequate staffing levels to support business needs. The role requires strong leadership, analytical skills, and the ability to manage multiple priorities while delivering outstanding service outcomes.

This position is based on-site at our corporate office in Northeast Florida.

Key Responsibilities

• Lead the daily operations of the customer service function, ensuring service levels and performance expectations are consistently achieved
• Actively monitor workflows, customer interactions, and team productivity to identify opportunities for improvement and provide real-time support
• Coach, mentor, and develop employees through ongoing feedback, performance discussions, and professional development activities
• Participate in resolving escalated customer issues and complex service situations while maintaining a high level of customer satisfaction
• Analyze service metrics, operational trends, and team performance data to identify opportunities to improve efficiency and service quality
• Partner with leadership to implement process improvements and operational initiatives that enhance the customer experience
• Manage staffing needs, workforce planning, scheduling, and resource allocation to support departmental objectives
• Assist with recruiting, interviewing, onboarding, and training new employees
• Promote a positive and accountable team culture focused on engagement, collaboration, and results
• Ensure adherence to company policies, procedures, and regulatory requirements
• Prepare and present operational updates, reports, and recommendations to leadership
• Support special projects and other initiatives as business needs require

Qualifications

• Minimum of 5 years of leadership experience in a customer service, contact center, operations, or service-focused environment
• Demonstrated success leading teams while remaining actively involved in daily operations
• Strong coaching and employee development skills with a proven ability to improve individual and team performance
• Experience handling escalated customer concerns and complex service situations
• Insurance industry experience preferred
• Bachelor's degree in Business, Management, Communications, or a related field, or an equivalent combination of education and professional experience
• Strong analytical and problem-solving skills with the ability to interpret data and translate insights into action
• Excellent communication and interpersonal skills with the ability to build relationships across all levels of the organization
• Experience managing competing priorities and adapting to changing business needs in a fast-paced environment
• Proficiency with customer service platforms, workforce management systems, reporting tools, and Microsoft Office applications
• Strong organizational skills, attention to detail, and commitment to operational excellence
• Professional insurance licensing preferred or the ability to obtain licensing if required

Why Join Us?

• Take ownership of a highly visible leadership role with the opportunity to influence team performance and service delivery.
• Work alongside experienced leaders who value practical solutions, collaboration, and continuous improvement.
• Play a key role in developing employees, strengthening processes, and driving operational results.
• Contribute to an organization where your ideas and recommendations can make a direct impact.
• Enjoy a stable environment that supports professional development, leadership growth, and long-term career success.

Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. We are a drug-free workplace and an equal opportunity employer.