Customer Service Manager

Cherie Amour Inc.; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Medical benefits

Paid time off

Leadership training

Team leadership role

Job summary

Cherie Amour is seeking a hands-on Customer Service Manager to lead our Client Experience team in Pullman, WA. You will coach, develop high-performing professionals, and drive processes that elevate every client interaction to reflect the Cherie Amour brand.

In this role, you’ll own team performance, handle escalations with empathy, and collaborate with leadership to improve engagement, conversion, and service standards across the organization.

Qualifications

• 3+ years in customer service leadership.
• Experience coaching and developing a customer-facing team.
• Strong communication and interpersonal skills.
• Ability to manage escalated client situations with professionalism.
• Comfortable with KPIs and continuous improvement initiatives.

Responsibilities

• Lead, coach, and develop the Client Experience team through daily mentorship and accountability.
• Handle client conversations and set service standards for excellence.
• Establish team KPIs and monitor performance for continuous improvement.
• Coach on communication, professionalism, and conversion performance.
• Foster a positive culture focused on teamwork, ownership, and growth.

Skills

Team Leadership

Coaching

Customer Service

CRM Systems

KPI Management

Communication

Problem Solving

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Job description

Customer Service Manager

Location: Pullman, WA

Position: Full-time

Cherie Amour is seeking a hands-on Customer Service Manager to lead our Client Experience team while driving performance, coaching talent, and creating exceptional client experiences. This is not a traditional customer service management role. You will lead from the front, working alongside your team, developing high-performing professionals, improving processes, and ensuring every client interaction reflects the quality of the Cherie Amour brand. We're looking for someone who can coach with confidence, lead with empathy, and create a culture of accountability, growth, and results.

What You'll Own

Team Leadership & Performance

Lead, coach, and develop the Client Experience team through daily mentorship, feedback, and accountability.

Work alongside the team by actively handling client conversations and setting the standard for service excellence.

Establish team goals, KPIs, and performance expectations while monitoring results and driving continuous improvement.

Conduct regular coaching sessions focused on communication, professionalism, client experience, and conversion performance.

Foster a positive, high-energy culture built on teamwork, ownership, and continuous development.

Client Experience & Booking Success

Ensure every client receives an elevated, personalized experience from their first interaction through booking.

Guide prospective clients with confidence, professionalism, and empathy while helping convert inquiries into scheduled sessions.

Handle escalated client situations with sound judgment, professionalism, and solution-focused communication.

Maintain consistency in client messaging, service standards, and overall brand experience.

Training & Development

Develop onboarding, coaching, and ongoing training that strengthens communication, confidence, and customer service skills.

Mentor team members in client psychology, relationship-building, objection handling, and effective communication.

Create an environment where team members continuously improve through coaching, practice, and constructive feedback.

Identify future leaders within the department and support their professional growth.

Operations & Process Improvement

Monitor department workflows and identify opportunities to improve efficiency and the overall client experience.

Collaborate with leadership to implement new processes, improve communication, and increase operational effectiveness.

Ensure departmental policies, procedures, and service standards are consistently followed.

Use performance data and client feedback to recommend improvements and measure success.

This Role Is a Strong Fit If You

Enjoy coaching others and helping people reach their full potential.

Lead by example and naturally build trust and accountability within a team.

Balance empathy with high expectations and performance standards.

Communicate confidently and professionally in both written and verbal interactions.

Stay calm under pressure and approach challenges with a solution-oriented mindset.

Thrive in a fast-paced environment where every client interaction matters.

Take ownership of team performance and enjoy improving both people and processes.

Requirements

• 3+ years of customer service, client experience, or hospitality leadership experience.
• Previous experience managing, coaching, and developing a customer-facing team.
• Strong communication and interpersonal skills with the ability to coach effectively.
• Experience handling escalated client situations with professionalism and sound judgment.
• Demonstrated ability to improve team performance through accountability and development.
• Strong organizational, time management, and problem-solving skills.
• Comfortable working with KPIs, performance metrics, and continuous improvement initiatives.
• Proficiency with CRM systems and customer communication platforms is preferred.

Preferred Experience

• Experience in luxury, hospitality, retail, wellness, or other service-focused industries.
• Background in appointment-based businesses or high-volume client communication.
• Experience with sales coaching, conversion improvement, or client retention strategies.
• Passion for mentoring and developing young professionals.

Compensation & Benefits

• Competitive salary (based on experience)
• Performance-based bonuses
• Medical, dental, vision, life, LTD, and 401(k)
• Paid vacation and sick leave
• Ongoing leadership training and professional development
• Opportunity to build and lead a high-performing Client Experience team

About Cherie Amour

Cherie Amour creates high-end, confidence-focused photography experiences. Our clients invest in more images - they invest in an experience that helps them reconnect with confidence and a stronger sense of self.

Our Client Experience team plays a vital role in that journey, creating meaningful first impressions, building lasting relationships, and helping clients take the first step toward an unforgettable experience.