Customer Service Manager – Los Angeles (Remote)

AccountMakers; Northern, Los Angeles (KY, CA); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Other benefits

Job summary

AccountMakers in the United States is seeking a Customer Service Manager to oversee day-to-day support across email, chat, and phone. You will lead a team, set service standards, and partner with operations, logistics, marketing, and product to drive a superior customer experience.

The role requires 5–8 years in customer service with leadership, a deep understanding of ticketing and omnichannel workflows, and a track record of building scalable support processes as the business grows.

Qualifications

• 5–8 years in customer service or CX with leadership responsibilities.
• Experience mentoring customer service or support teams.
• Strong understanding of customer service operations, ticket management, and omnichannel workflows.
• Experience with customer support platforms such as Zendesk, Gorgias, Freshdesk, Salesforce Service Cloud, or similar tools.

Responsibilities

• Lead and mentor a team of customer support representatives across email, chat and phone.
• Establish service standards and monitor key performance metrics.
• Collaborate with operations, logistics, marketing and product teams to improve the customer journey.
• Identify recurring issues and implement scalable processes as the company grows.

Skills

Leadership

Team management

Omnichannel support

Customer service operations

Cross-functional collaboration

Tools

Zendesk

Gorgias

Freshdesk

Salesforce Service Cloud

Job description

Do you have a proven track record of leading customer support teams and improving service operations in fast-paced environments? AccountMakers, has been engaged by our client, a growing e-commerce and consumer products company, to hire a Customer Service Manager to oversee day-to-day support functions, drive service excellence, and build scalable processes that enhance the overall customer experience. This is a full-time, permanent position responsible for ensuring an exceptional customer experience across digital channels.

As a Customer Service Manager, you will lead and mentor a team of customer support representatives, ensuring timely and effective resolution of customer inquiries across channels such as email, chat, and phone. You will establish service standards, monitor key performance metrics, and implement processes that improve response times, operational efficiency, and customer satisfaction. You will collaborate closely with cross-functional teams including operations, logistics, marketing, and product teams to identify recurring issues, elevate critical concerns, and improve the overall customer journey. The role requires someone who is both operationally strong and customer-focused, with the ability to coach teams, optimize workflows, and ensure consistent service delivery as the company scales.

The ideal candidate is a proactive leader with strong problem-solving abilities and experience managing customer service teams in high-volume customer environments.

What We’re Looking For:

• 5–8 years of experience in customer service, customer support, or customer experience roles, including leadership or team management responsibilities.
• Proven experience managing and mentoring customer service or support teams.
• Strong understanding of customer service operations, ticket management, and omnichannel support workflows.
• Experience with customer support platforms such as Zendesk, Gorgias, Freshdesk, Salesforce Service Cloud, or similar tools.
• Ability to track and improve key performance metrics such as response time, resolution time, CSAT, and service efficiency.
• Excellent communication and conflict resolution skills with the ability to handle complex customer issues.
• Strong organizational and leadership abilities with a focus on team development and performance.
• Comfortable working cross-functionally with operations, logistics, marketing, and product teams.

Compensation

This permanent position offers a salary range of $80,000 to $95,000 annually, plus full benefit options including health, vision, dental, 401k and other benefits.

• health
• vision
• dental
• 401k
• other benefits