Customer Service Manager — Lead Teams & Elevate CX

Blade HQ; Iowa (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Excellent benefits

Company events

Lunches

Free beverages

Employee discounts

Casual dress code

Job summary

Blade HQ in the United States is seeking a Customer Service Manager to lead the Customer Service department and ensure a consistent, efficient, and positive experience across all channels.

You will develop Team Leads and agents, manage staffing, resolve escalations, monitor KPIs, and partner with Operations, IT, and Marketing to improve policies, systems, and processes; a data-driven approach to customer satisfaction is essential.

Qualifications

• Must have 2+ years in customer service and 2+ years in leadership.
• Bachelor's degree preferred; relevant experience considered.
• Experience in retail or e-commerce is preferred.

Responsibilities

• Lead and coach Customer Service Team Leads and agents.
• Monitor multi-channel interactions and ensure quality.
• Manage QA, productivity, service levels, and schedules.
• Handle escalations and coordinate with other departments.
• Oversee returns, warranties, and fraud prevention.
• Conduct regular performance reviews and coaching.
• Support hiring, onboarding, and training.
• Improve policies and processes with data.
• Provide KPIs and reports.

Skills

Communication

Leadership

De-escalation

Data analysis

Organization

Customer service best practices

CRM systems

Cross-functional collaboration

Education

Bachelor's degree preferred

Equivalent relevant experience

Tools

CRM/ticketing systems

Job description

Blade HQ in the United States is seeking a Customer Service Manager to lead the Customer Service department and ensure a consistent, efficient, and positive experience across all channels.

You will develop Team Leads and agents, manage staffing, resolve escalations, monitor KPIs, and partner with Operations, IT, and Marketing to improve policies, systems, and processes; a data-driven approach to customer satisfaction is essential.