Customer Service Manager

CFS; Wheat Ridge (CO); On-site; USD 80,000 - 100,000; Full time

Job summary

CFS in Wheat Ridge, CO is seeking a Customer Service Manager to lead an established call center team. You will develop employees, improve performance, and foster a positive, accountable environment while partnering with senior leadership.

This hands-on leadership role offers visibility across leadership levels and the opportunity to influence policies, metrics, and operating decisions, with room to grow as responsibilities expand.

Qualifications

• 5+ years in customer service or related field.
• At least 2+ years in direct people management.
• Experience in a call center or high‑volume environment.

Responsibilities

• Lead, coach, and develop a customer service team with clear performance expectations.
• Monitor metrics and drive improvements to service quality and productivity.
• Escalation point for complex customer issues and cross‑department collaboration.

Skills

Leadership

Team management

Communication

Problem solving

Education

Bachelor's degree (preferred)

Job description

Salary: $80,000 to $100,000 + bonus eligibility

Customer Service Manager - Why This Opportunity Stands Out

We are seeking an experienced Customer Service Manager to lead an established team in a call center environment. This role is ideal for a hands‑on people leader who knows how to develop employees, improve performance, and create accountability while maintaining a positive and collaborative team environment. The position offers significant exposure to senior leadership and the opportunity to influence customer service processes, performance metrics, and operational improvements.

• Base salary of $80,000 to $100,000


• Bonus eligible based on individual and organizational performance


• High visibility and interaction with senior leadership


• Opportunity to influence customer service policies, metrics, and operating decisions


• Ability to make a meaningful impact on team performance and employee development


• Opportunity for broader leadership exposure and increased responsibility over time

Customer Service Manager - Key Responsibilities

• Lead, coach, and develop a customer service team in a call center environment, with clear expectations around service, productivity, responsiveness, and accountability.


• Build a high‑performing team through consistent coaching, feedback, employee development, and effective performance management.


• Serve as an escalation point for challenging customer situations and ensure issues are handled professionally, accurately, and efficiently.


• Monitor call center activity and performance metrics, identify trends, and implement improvements that strengthen both employee and customer outcomes.


• Partner with leadership and other departments to resolve issues, improve processes, and provide meaningful insight into customer service performance.

Customer Service Manager - Qualifications

• 5+ years of customer service, client service, or related customer‑facing experience, including at least 2+ years in a direct people‑management role.


• Proven success leading and developing employees in a call center or high-volume customer service environment, including managing performance and holding teams accountable to established expectations.


• Strong communication, problem-solving, and leadership skills with the ability to manage escalations, prioritize competing demands, and operate independently.

A bachelor's degree is preferred but not required. The strongest candidates will be collaborative and approachable leaders who can motivate employees, set clear expectations, and confidently address performance challenges when needed.

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