Customer Service Manager

BGSF; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Service Manager to oversee a remote team of customer service agents. This role involves managing escalations, training team members, and ensuring data integrity. Ideal candidates will have a background in customer service management, excellent problem-solving skills, and proficiency in tools like Zendesk and Microsoft Office.

Benefits

Medical insurance

Vision insurance

Qualifications

• Experience managing direct reports in customer service or tech support.
• Proficient in Microsoft Office tools.
• Strong preference for experience using Zendesk.

Responsibilities

• Manage Tier 2 Agents and escalations.
• Update Help Center Content for accuracy.
• Lead team to meet KPI goals.

Skills

Attention to detail

Problem-solving

Tools

Microsoft Office

Zendesk

Job description

This range is provided by BGSF. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Our client is seeking a Customer Service Manager to oversee a team of 4-6 customer service agents on a contract basis (6+ months duration). This is a fully remote position with standard working hours from 8am-5pm CST.

Responsibilities

1. Manage Tier 2 Agents and escalations
2. Help manage the AI Chatbot to ensure it provides accurate and timely responses to customer inquiries
3. Update the Help Center Content to ensure customers can access accurate and helpful resources
4. Upskill team members with training to enhance customer service capabilities
5. Work closely with internal teams to correct record inaccuracies to ensure data integrity
6. Lead team members to meet KPI goals for first response time, average resolution time, and customer satisfaction scores

Requirements

1. Experience managing direct reports in a customer service and/or tech support environment
2. Proficiency in Microsoft Office tools (Outlook, Word, Excel)
3. Experience using Zendesk strongly preferred
4. Ability to adhere to standardized and repeatable processes
5. Excellent attention to detail and problem-solving skills

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Management and Customer Service

Industries

• IT System Training and Support

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