Head of Customer Experience & Support

Sacramento Native American Health Center, Inc; Stockton (CA); On-site; USD 98,000 - 100,000; Full time

Job summary

Sacramento Native American Health Center, Inc. seeks a Customer Service Manager to lead the customer service team and own the post-sale experience, including order processing, returns, warranty, and technical support. The role partners with Sales, Operations, Finance, Shipping, and Product Development to resolve issues and drive improvements.

The position requires managing a diverse team, strong communication, and the ability to balance policy with customer satisfaction in a dynamic environment.

Qualifications

• Demonstrated experience leading or supervising a Customer Service team.
• Experience managing multiple customer-service workflows (orders, returns, warranties, tech support).
• Ability to coach employees, manage performance, and develop teams.
• Experience resolving complex or escalated customer situations.
• Strong process-development and continuous-improvement skills.
• Ability to analyze service metrics and identify trends to improve performance.
• Strong organizational and written/verbal communication skills.
• Ability to collaborate with Sales, Operations, Finance, Shipping, and Product/R&D.

Responsibilities

• Lead, coach, and manage the Customer Service team including hiring and training.
• Establish service-quality expectations and provide ongoing coaching.
• Own Customer Service standards and act as escalation point for complex issues.
• Oversee order processing from receipt to fulfillment.
• Coordinate with cross-functional teams to resolve issues and meet targets.
• Oversee returns and warranty processes end-to-end.
• Provide managerial oversight of Technical Support and support knowledge sharing.

Skills

Leadership experience

Customer-service workflows

Coaching employees

Escalation resolution

Process improvement

Data analysis

Time management

Communication skills

Cross-functional collaboration

Education

High school diploma

Bachelor's degree preferred

Tools

CRM systems

ERP / order management

MS Office

Salesforce

UPS shipping systems

Job description

Sacramento Native American Health Center, Inc. seeks a Customer Service Manager to lead the customer service team and own the post-sale experience, including order processing, returns, warranty, and technical support. The role partners with Sales, Operations, Finance, Shipping, and Product Development to resolve issues and drive improvements.

The position requires managing a diverse team, strong communication, and the ability to balance policy with customer satisfaction in a dynamic environment.