Customer Service Manager

Unclassified; Lakewood (CO); On-site; USD 75,000 - 95,000; Full time

Job summary

Unclassified is seeking a Customer Service Manager in Lakewood, NJ to build a customer service system from the ground up and lead a high-volume support team. The role focuses on understanding the client base, implementing processes, and delivering structured, effective support to reduce escalations.

The ideal candidate will oversee CS operations, manage escalations, and ensure strong communication across teams while delegating tasks to maintain a scalable, efficient support environment.

Qualifications

• Understanding the client base's needs and communication style.
• Experience building or managing a customer service system and team.
• Comfortable handling escalations and high-volume support issues.
• Strong communication skills.
• Ability to delegate effectively.

Responsibilities

• Build a customer service system from the ground up.
• Manage the customer service team.
• Handle escalations directly.
• Oversee resolution of high-volume tickets and phone calls.
• Oversee handling of hardware issues and user-related problems.

Skills

Understanding client base needs

CS system development

Team leadership

Escalation management

Communication skills

Delegation

Job description

Customer Service Manager | Lakewood, NJ $75,000 $95,000

About the Role

A media company is looking for a Customer Service Manager to build out a CS system from the ground up, manage the team, and handle escalations. This is a priority hire for someone who understands the client base's specific needs and communication style, and who can bring structure and leadership to a high-volume support environment.

Key Responsibilities

System Building & Management

• Build a customer service system from the ground up
• Manage the customer service team
• Handle escalations directly

Support Operations

• Oversee resolution of high-volume software "how-to" tickets, many of which require a quick phone call to resolve
• Oversee handling of hardware issues, most commonly caused by customer misuse (e.g., water damage, drops) rather than manufacturing defects

Qualifications

• Strong understanding of the client base's specific needs and communication style
• Experience building or managing a customer service system and team
• Comfortable handling escalations and high-volume support issues
• Strong communication skills
• Ability to delegate effectively