Customer Success Center Manager | Frontline Coach

The Guitar Center Company; Kansas City (MO); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K match

Employee discount

Tuition reimbursement

Gig leave

Job summary

Guitar Center is seeking a CSC Care Advisor Manager to lead a frontline customer service team across phone, email, chat, and other channels. You will coach agents, monitor performance, and drive process improvements to deliver exceptional customer experiences.

You will partner with Training, Quality, Knowledge Management, and cross-functional teams to ensure adherence to policies and continuous improvement while leveraging AI-based coaching tools to raise performance and customer satisfaction.

Qualifications

• Bachelor’s Degree or equivalent business experience preferred.
• 3–5+ years of leadership experience in customer service and/or contact center environments.
• Demonstrated success coaching teams to improve customer satisfaction, quality, and operational performance.
• Experience with CRM and contact center platforms; comfortable using dashboards and reporting to manage performance.
• Strong communication, conflict resolution, and de-escalation skills; able to handle sensitive customer situations professionally.

Responsibilities

• Coach frontline agents to deliver positive customer experiences across phone, email, chat and other channels.
• Monitor daily performance and manage staffing, adherence, and real-time coverage.
• Drive First Contact Resolution and reduce escalations and transfers.
• Identify recurring issues via VOC and partner to eliminate root causes.
• Collaborate with cross-functional teams to resolve customer-impacting problems.
• Lead continuous improvement and adoption of AI coaching tools.

Skills

Leadership

Coaching

Communication

De-escalation

CRM experience

Education

Bachelor’s Degree or equivalent

Tools

CRM systems

Contact center platforms

Dashboards & reporting

Job description

Guitar Center is seeking a CSC Care Advisor Manager to lead a frontline customer service team across phone, email, chat, and other channels. You will coach agents, monitor performance, and drive process improvements to deliver exceptional customer experiences.

You will partner with Training, Quality, Knowledge Management, and cross-functional teams to ensure adherence to policies and continuous improvement while leveraging AI-based coaching tools to raise performance and customer satisfaction.