Customer Service Manager

Clearwater Express Wash; Town of Texas (WI); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

Accident insurance

Job summary

Clearwater Express Wash seeks a strong leader to manage the centralized Guest Experience team at HQ in Montgomery, TX. You will oversee inbound calls, emails, and online inquiries, driving a high-quality guest experience across locations.

Responsibilities include coaching the team, establishing performance standards, tracking KPIs, and collaborating with Operations to resolve issues. A full-time in-office role with competitive salary is offered.

Qualifications

• 2+ years in customer service, guest experience, or call center environments.
• At least 1 year of leadership, supervisory, or management experience.
• Strong coaching, accountability, and communication skills.
• Ability to manage multiple priorities in a fast-paced setting.
• Proficient with computers, email, CRM/customer service platforms.

Responsibilities

• Lead, coach, and develop the Guest Experience team.
• Set clear performance expectations and accountability.
• Provide ongoing coaching, feedback, and training.
• Recruit, onboard, and train Guest Experience representatives.
• Drive a performance-driven team culture.

Skills

Leadership

Coaching

Customer service

Communication

Problem solving

Time management

CRM platforms

Tools

CRM platforms

Job description

Job Details

Job Location: Clearwater Express Wash HQ - Montgomery, TX 77316

Salary Range: $50,000.00 SalaryCustomer Service Manager/Lead

Full-Time | In-Office | $50,000 annually

About the Role

We are looking for a strong people leader to manage our centralized Guest Experience team and help deliver a consistent, high-quality experience for guests across our growing network of car wash locations. This role leads the team responsible for handling inbound guest calls, emails, online inquiries, and service-related issues — while improving team performance, identifying recurring guest concerns, and partnering with Operations and other departments to resolve issues that impact the guest experience.

This is more than a traditional customer service position. We’re looking for a leader who can develop people, establish accountability, use data to identify opportunities, and continuously improve how we support our guests.

What You’ll Own

Team Leadership & Development

• Lead, coach, motivate, and develop the Guest Experience team
• Establish clear performance expectations and hold team members accountable for results
• Provide ongoing coaching, feedback, and training to improve performance
• Participate in recruiting, onboarding, and training of Guest Experience representatives
• Build a positive, performance-driven team culture

Customer Service & Guest Experience

• Oversee inbound guest calls, emails, and online inquiries to ensure accurate, timely, professional responses
• Handle escalated guest concerns requiring additional leadership support
• Identify recurring guest concerns and communicate trends to leadership
• Partner with Operations and other departments to resolve cross-functional issues
• Help turn guest feedback into actionable business improvements

Performance & Operations

• Monitor guest contact volume and ensure appropriate staffing/coverage
• Track and improve KPIs including response time, resolution time, quality, and guest satisfaction
• Maintain accurate records of guest interactions, escalations, and resolutions
• Develop and implement processes, procedures, and service standards
• Assist with special projects and department initiatives as needed

QualificationsRequired Qualifications

Required Qualifications

• 2+ years of experience in customer service, guest experience, call center, hospitality, retail, or another service-based environment
• At least 1 year of leadership, supervisory, or management experience
• Demonstrated ability to coach, motivate, and hold team members accountable
• Strong written and verbal communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Comfortable using computers, email, CRM/customer service platforms, and business software

Preferred Qualifications

• Experience managing a customer service, contact center, or Guest Experience team
• Experience in a multi-location retail, hospitality, automotive, or service-based organization
• Experience using CRM, ticketing, or customer service management platforms
• Experience tracking customer service KPIs and developing SOPs or training programs

Work Requirements

• Full-time, in-office leadership position
• Ability to sit and work at a computer for extended periods
• Regular and reliable attendance required; schedule may vary based on business needs

Compensation & Benefits

• Annual Salary: $50,000–$60,000, based on experience and qualifications
• Voluntary Dental, Vision, and Accident insurance through Mutual of Omaha, available to full-time employees (30+ hrs/week) working for Bluewave and Clearwater, and their eligible dependents
• Benefits elections made through the Paycom Portal during open enrollment