Customer Service Manager/Office Manager

Insight Global; Atlanta (GA); On-site; USD 60,000 - 85,000; Full time

Job summary

Insight Global in Atlanta, GA is seeking a Customer Service and Office Manager to oversee daily customer service operations and office administration. You will lead a team of representatives, handle escalations, and ensure service standards are met.

The role requires a hands-on leader who coaches performance, drives KPI/SLA attainment, and improves processes. You will manage reporting, vendor relations, facilities, and cross-functional projects to support a growing organization.

Qualifications

• 5+ years in customer service with 2–3 years in a leadership role.
• Proven ability to coach teams, manage performance, and drive KPI/SLA attainment.
• Strong communication, organizational, and problem-solving skills with CRM and MS Office proficiency.

Responsibilities

• Lead a team of Customer Service Representatives and act as escalation point for complex issues.
• Oversee office management, vendor coordination, and administrative responsibilities.
• Improve operational processes and drive reporting on KPIs and CSAT/NPS metrics.
• Manage collections processes/payments where applicable and ensure service standards.

Skills

Leadership

Customer service

KPI reporting

SLA management

Accounts receivable

CRM

Microsoft Office

Vendor management

Office operations

CSAT/NPS

Help desk

Process improvement

Tools

CRM systems

Help desk software

Microsoft Office

Job description

Job Description

Insight Global is seeking a Customer Service and Office Manager to oversee daily customer service operations and office management functions for a growing organization in Atlanta, GA. This individual will lead a team of Customer Service Representatives, serve as the primary escalation point for complex customer issues, manage complaints and payment collections processes, and ensure all customer interactions meet established service standards. The role requires a hands-on leader who can drive team performance, improve operational processes, manage reporting and KPIs, and maintain a high level of customer satisfaction while also overseeing facility, vendor, and office administration needs.

Skills and Requirements

5+ years of customer service, customer support, call center, or client services experience, with at least 2-3 years in a leadership or management capacity. Proven experience managing employee performance, coaching teams, conducting performance reviews, and driving KPI and SLA attainment. Strong background handling escalated customer concerns, complaint resolution, and accounts receivable or payment collection activities. Experience creating operational reports and analyzing performance metrics. Excellent communication, organizational, and problem-solving skills, along with proficiency in CRM, ticketing, and Microsoft Office applications. Must have experience managing multiple priorities in a fast-paced environment and leading teams through process improvements and operational challenges.Experience working in veterinary, healthcare, membership-based, or customer subscription industries. Prior office management or facilities coordination experience, including vendor management, health and safety compliance, and office operations oversight. Experience with customer satisfaction metrics such as CSAT, NPS, and quality assurance programs. Familiarity with AI-driven support tools, CRM implementations, help desk systems, and process improvement initiatives. Experience managing collections teams, workforce scheduling, onboarding and recruiting efforts, and cross-functional project work involving operations, technology, or customer experience improvements.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].