Customer Support Manager

Serenity Healthcare; Sugar Land (TX); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) retirement plan

Paid time off: 10 days + holidays

Job summary

Serenity Healthcare is seeking a Customer Service Manager - Operations & Experience to lead a fast-paced, high-volume customer service team in Sugar Land, TX. This hands-on leader will build strong teams, manage performance, and deliver a high-quality customer experience at scale.

10+ years in leadership or operations within CS, hospitality, retail or call centers, with experience managing 30+ staff and driving KPI improvements.

Qualifications

• 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments.
• Experience managing large teams (30+ employees) in high-volume settings.
• Proven ability to track, analyze, and improve KPIs.
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations.
• Comfortable working in a structured, process-driven environment.
• Leadership style that is hands-on, performance-focused, and team-oriented.

Responsibilities

• Lead daily operations in a high-volume, customer‑facing environment.
• Manage, coach, and develop a team of 30+ employees.
• Drive accountability to performance metrics, service standards, and productivity goals.
• Ensure every interaction is professional, efficient, and high-quality.
• Oversee scheduling, staffing, and workflow management.
• Monitor and improve KPIs related to volume, efficiency, and customer experience.
• Identify operational gaps and implement process improvements.
• Step in as needed to support the team and maintain service levels.

Skills

Leadership

Operations management

KPI tracking

Coaching

Communication

Structured environment

Job description

Customer Service Manager - Operations & Experience

Location: Sugar Land, TX

Employment Type: Full-Time

Compensation: $90,000+ annually + performance-based bonuses

Overview

Lead a high-performing team in a fast-paced, high-volume customer service environment where consistency, accountability, and execution drive success.

We're looking for a hands‑on leader who knows how to build strong teams, manage performance, and deliver a high-quality customer experience at scale. This role is ideal for someone from hospitality, retail, or customer service leadership who thrives in structured environments and leads from the front.

What You'll Do

No industry‑specific experience required — full training provided.

• Lead daily operations in a high-volume, customer‑facing environment
• Manage, coach, and develop a team of 30+ employees
• Drive accountability to performance metrics, service standards, and productivity goals
• Ensure every interaction is professional, efficient, and high-quality
• Oversee scheduling, staffing, and workflow management
• Monitor and improve KPIs related to volume, efficiency, and customer experience
• Identify operational gaps and implement process improvements
• Step in as needed to support the team and maintain service levels

What This Role Feels Like

• Fast‑paced environment where priorities shift and strong leadership is critical
• A mix of people leadership and operational execution
• High standards — success is measured by team performance and consistency
• A role where you are actively coaching, problem‑solving, and driving results daily

What We're Looking For

• 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments
• Experience managing large teams (30+ employees) in high-volume settings
• Proven ability to track, analyze, and improve KPIs
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
• Comfortable working in a structured, process-driven environment
• Leadership style that is hands‑on, performance-focused, and team-oriented

Preferred Background

• Upscale hospitality, restaurant, or hotel management
• Customer support leadership
• Retail or service environments with high standards and performance expectations
• Experience leading teams through growth, change, or scaling operations

About You

You've worked in environments where service standards were non-negotiable. You know how to manage a busy operation, hold a team accountable, and maintain quality even under pressure.

You're comfortable balancing people leadership with performance management, and you take pride in building teams that deliver consistent, high-level results.

Compensation & Benefits

• $90,000+ base salary + performance-based bonuses
• Health, dental, and vision coverage (majority employer-paid)
• 401(k) retirement plan
• Paid time off: 10 days (15 after first year) + 10 paid holidays

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.