Customer Service Manager

BlueWave | ClearWater: Leadership; 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

BlueWave | ClearWater: Leadership is seeking a strong people leader to manage our centralized Guest Experience team and deliver a high-quality guest experience for guests across our car wash locations. This role oversees inbound guest calls, emails, and online inquiries, working with Operations to resolve issues that affect guest satisfaction.

The ideal candidate will develop people, establish accountability, use data to identify opportunities, and continuously improve how we support our guests

Qualifications

• 2+ years 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.

Responsibilities

• Lead, coach, motivate, and develop the Guest Experience team.
• Oversee inbound guest calls, emails, and online inquiries to ensure timely, professional responses.
• Identify recurring guest concerns and communicate trends to leadership.
• Develop processes and service standards to improve guest satisfaction and operational efficiency.

Skills

Team leadership

Customer service

Communication

Coaching

Recruiting/Onboarding

Tools

CRM

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