Hands-On Customer Service Manager — Lead & Elevate Teams

Confidential; Jacksonville (FL); On-site; USD 75,000 - 110,000; Full time

Job summary

Confidential in Northeast Florida is seeking a Customer Service Manager to lead a nationwide service organization from an on-site office. The role emphasizes hands-on leadership, coaching teams in real time, resolving customer issues, and driving service delivery excellence across the operation.

The ideal candidate will coach employees, monitor workflows, analyze performance trends, and partner with senior leaders to implement initiatives that improve customer experiences and operational

Qualifications

• 5+ years of leadership experience in customer service, contact center, operations, or service-focused environments.
• Hands-on leader who engages in day-to-day operations and real-time coaching.
• Strong coaching and employee development skills with a track record of improving performance.
• Experience handling escalated customer concerns and complex service situations.

Responsibilities

• Lead daily operations of the customer service function ensuring service levels and performance targets are met.
• Monitor workflows, customer interactions, and team productivity to identify improvements and provide real-time support.
• Coach, mentor, and develop employees through ongoing feedback and training.
• Resolve escalated issues and complex service situations while maintaining high customer satisfaction.
• Analyze service metrics and trends to identify opportunities to improve efficiency and quality.
• Partner with leadership to implement process improvements and operational initiatives.
• Manage staffing, scheduling, and resource allocation to support department goals.
• Assist with recruiting, onboarding, and training new employees.
• Promote a positive, accountable team culture focused on engagement and outcomes.
• Ensure adherence to policies, procedures, and regulatory requirements.
• Prepare and present operational updates and recommendations to leadership.

Skills

Leadership

Coaching

Operations management

Data analysis

Customer service

Education

Bachelor's degree in Business, Management, Communications, or related field

Tools

MS Office

Workforce management systems

Reporting tools

Job description

Confidential in Northeast Florida is seeking a Customer Service Manager to lead a nationwide service organization from an on-site office. The role emphasizes hands-on leadership, coaching teams in real time, resolving customer issues, and driving service delivery excellence across the operation.

The ideal candidate will coach employees, monitor workflows, analyze performance trends, and partner with senior leaders to implement initiatives that improve customer experiences and operational