Customer Service Manager

Addison Group; Okarche (OK); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Leadership development

Growth-oriented environment

Strategy influence

Job summary

Addison Group is partnering with a growing consumer products company to hire a Customer Service Manager in Northwest Oklahoma City, OK. This leadership role will oversee daily customer support operations, coach a team, and drive service excellence across multiple channels to enhance the customer journey.

You will partner with operations, fulfillment, and leadership to resolve issues, monitor metrics, and implement best practices.

Qualifications

• 5+ years in customer service or customer experience roles.
• Previous leadership experience supervising or coaching teams.
• Strong conflict resolution and problem-solving skills.
• Experience using customer support software and CRMs.
• Excellent written and verbal communication.
• Organizational skills and ability to multitask in a fast-paced environment.
• Analytical mindset with experience tracking metrics.

Responsibilities

• Lead, mentor, and develop a customer service team with ongoing coaching.
• Set high standards for interactions, response quality, and issue resolution.
• Oversee multi-channel support operations and professional service delivery.
• Serve as primary contact for escalated customer concerns.
• Develop and maintain service resources, templates, and procedures.
• Conduct quality reviews and drive continuous improvement.
• Collaborate with operations and fulfillment to resolve order issues.
• Monitor metrics and seek opportunities to improve efficiency and satisfaction.
• Create proactive communications for delays and service interruptions.
• Share feedback and trends to drive product and process improvements.

Skills

Customer service

Leadership experience

Conflict resolution

CRM software

Communication skills

Organizational skills

Analytics mindset

Decision making

Tools

Ticketing systems

CRM platforms

Order management systems

Job description

Job Title: Customer Service Manager

Location: Northwest Oklahoma City, OK

Industry: E-Commerce

Pay: $65,000 - $75,000 annually

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client

Addison Group is partnering with our client, a growing consumer products company, to hire a Customer Service Manager. This leadership position will oversee customer support operations, develop service team members, improve processes, and ensure a positive customer experience across multiple customer touchpoints.

Job Description

The Customer Service Manager will lead daily customer support activities while driving service excellence and operational improvements. This individual will oversee team performance, manage escalated customer concerns, implement best practices, and collaborate with internal departments to enhance the overall customer journey.

Key Responsibilities

• Lead, mentor, and develop a customer service team, providing ongoing coaching, training, and performance support.
• Establish and maintain high standards for customer interactions, response quality, and issue resolution.
• Oversee customer support operations across multiple channels, ensuring timely and professional service.
• Serve as the primary point of contact for complex customer concerns and escalated situations.
• Develop and maintain customer service resources, including templates, procedures, and knowledge-sharing materials.
• Conduct quality reviews and provide constructive feedback to drive continuous improvement.
• Partner with operations and fulfillment teams to resolve order-related issues and communicate updates to customers.
• Monitor service performance metrics and identify opportunities to improve efficiency, responsiveness, and customer satisfaction.
• Create proactive communication strategies to address delays, service interruptions, and customer concerns.
• Share customer feedback and trends with leadership to support improvements in products, processes, and overall service delivery.

Qualifications

• 5+ years of customer service, customer support, or customer experience experience.
• Previous leadership experience supervising, coaching, or mentoring team members.
• Strong conflict resolution and problem-solving skills with the ability to handle challenging customer interactions professionally.
• Experience utilizing customer support software, ticketing systems, CRM platforms, or similar technology.
• Exceptional written and verbal communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Analytical mindset with experience tracking and interpreting customer service metrics.
• Reliable, adaptable, and able to make sound decisions under pressure.

Additional Details

• Hands-on leadership role with direct impact on customer satisfaction and team success.
• Opportunity to collaborate cross-functionally with operations, fulfillment, and leadership teams.
• Experience supporting e-commerce, online retail, subscription services, or consumer products environments is highly preferred.
• Familiarity with marketplace platforms, order management systems, or shipping and fulfillment processes is a plus.

Perks

• Comprehensive benefits package
• Leadership and professional development opportunities
• Collaborative and growth-oriented work environment
• Opportunity to influence customer experience strategy and operational improvements

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.