Customer Success Center Manager: Coaching & Quality

Woodwind & Brasswind; Kansas City (MO); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company match

Mental health support

Paid time off

Employee discount program

Tuition reimbursement

Job summary

Guitar Center is seeking a CSC Care Advisor Manager in the United States to lead a frontline customer service team across multiple channels. You will coach Agents, monitor performance, and partner with Training, Quality, and cross-functional teams to improve process adherence and customer satisfaction.

The role emphasizes coaching, performance management, and escalation handling with a focus on a customer-first service culture and continuous improvement.

Qualifications

• Bachelor's Degree or equivalent business experience preferred.
• 3-5+ years of leadership experience in customer service or contact center environments.
• Proven success coaching teams to improve CSAT, quality, and operational performance.
• Experience with CRM and contact center dashboards and reporting.

Responsibilities

• Advocate for customers and lead frontline CS Agents to ensure positive experiences across channels.
• Coach teams to meet service standards, handle escalations, and document outcomes.
• Monitor performance, manage staffing, and ensure policy adherence.
• Identify recurring pain points via VOC and frontline observations to drive root-cause fixes.
• Drive First Contact Resolution by empowering Advisors to own issues end-to-end.
• Leverage AI coaching tools and partner with Training to close skill gaps.
• Support cross-functional Collaboration with eCommerce, Stores, Operations, and Supply Chain.
• Lead continuous improvement efforts with data-backed recommendations.

Skills

Leadership

Coaching

Customer service

CRM

Performance management

De-escalation

Communication

Data reporting

Education

Bachelor's Degree or equivalent

Tools

CRM systems

Job description

Guitar Center is seeking a CSC Care Advisor Manager in the United States to lead a frontline customer service team across multiple channels. You will coach Agents, monitor performance, and partner with Training, Quality, and cross-functional teams to improve process adherence and customer satisfaction.

The role emphasizes coaching, performance management, and escalation handling with a focus on a customer-first service culture and continuous improvement.