Customer Service Manager - Remote Team Leader & QA Champion

BIGGBY COFFEE; East Lansing (MI); Remote; USD 65,000 - 90,000; Full time

Job summary

BIGGBY COFFEE is seeking a Customer Service Manager to lead the Fanatic Factory, overseeing the Franchise Community Line, the B Heard Hotline, and the Freshdesk system. You will coach a remote team to deliver timely, accurate, and caring guest support, while using data to drive improvements and franchisee satisfaction.

You will establish quality standards, track metrics, and collaborate with home-office teams to resolve issues and elevate guest experiences in a fast-paced, remote-enabled

Qualifications

• Minimum 3 years in customer service, call center, or support center roles.
• Experience managing people, coaching, and performance development.
• Proven ability to leverage technology to improve service delivery.
• Experience in QA programs with measurable results.

Responsibilities

• Own daily administration of the Freshdesk system, workflows, routing, and automations.
• Lead, motivate, and develop the customer service team to deliver high-quality support.
• Build and run a quality assurance program with scorecards and reviews.
• Coach associates on Hotline, FCL, and feedback emails to drive improvement.
• Ensure franchisee satisfaction with responsive, accurate, and respectful support.
• Partner with home office teams to route issues and close the loop with stakeholders.
• Provide data insights to leaders to identify and address operational issues.
• Escalate complex matters to the appropriate owner under company protocols.
• Manage schedules to meet service levels across channels.
• Identify trends, gaps, and root causes through regular audits.

Skills

Customer service leadership

Call center management

Data analysis

Remote team management

Quality assurance

Education

High School Diploma or equivalent

Associate’s or Bachelor’s Degree

Tools

Freshdesk

Nextiva

MS Office Suite

Job description

BIGGBY COFFEE is seeking a Customer Service Manager to lead the Fanatic Factory, overseeing the Franchise Community Line, the B Heard Hotline, and the Freshdesk system. You will coach a remote team to deliver timely, accurate, and caring guest support, while using data to drive improvements and franchisee satisfaction.

You will establish quality standards, track metrics, and collaborate with home-office teams to resolve issues and elevate guest experiences in a fast-paced, remote-enabled