Customer Service Manager: Strategy, Coaching & Ops Lead

Nutricost; Vineyard (UT); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Vision insurance

Dental insurance

Employee discount

PTO

Job summary

Nutricost is seeking a Customer Service Manager to lead our CS department in Utah. You will set high-level strategy and manage both CS Representatives and supervisors, partnering with the CS Director to deliver an exceptional standard of care.

The role emphasizes data-driven insights, team development, and performance reporting, with opportunities to influence retention and growth. A strong background in customer service and proficiency with Zendesk, Aircall, and Google Suite is preferred, plus

Qualifications

• 4+ years of leadership experience.
• 5+ years of customer service experience.
• Proven track record of driving customer service excellence with retention and growth focus.
• Strong proficiency in Google Suite and customer service platforms (Zendesk, Aircall).
• Ability to translate data into actionable insights and reports.
• Bilingual Spanish skills are a plus.

Responsibilities

• Strategic Leadership: Manage day-to-day planning, operations, and problem-solving for the Customer Service team. Partner closely with the CS Director to implement departmental vision and long-term goals.
• Team Development: Lead, mentor, and coach CS Reps and supervisors. Conduct regular team meetings to provide support, constructive feedback, and professional development.
• Operational Excellence: Identify opportunities to enhance the customer experience. Drive continuous improvement by ensuring best practices are understood and followed.
• Performance Reporting: Produce clear, evidence-based reports on team performance and KPIs for management.
• Talent Management: Oversee hiring, onboarding, evaluation, training, and performance management/discipline for all team members.
• Work Environment: Foster a healthy, collaborative, and communicative work environment that encourages feedback and team participation.

Skills

Leadership

Customer service strategy

Data analysis

Google Suite

Zendesk

Aircall

Spanish (bilingual)

Tools

Zendesk

Aircall

Google Suite

Job description

Nutricost is seeking a Customer Service Manager to lead our CS department in Utah. You will set high-level strategy and manage both CS Representatives and supervisors, partnering with the CS Director to deliver an exceptional standard of care.

The role emphasizes data-driven insights, team development, and performance reporting, with opportunities to influence retention and growth. A strong background in customer service and proficiency with Zendesk, Aircall, and Google Suite is preferred, plus