Hybrid Customer Support Manager: Lead and Optimize Outcomes

Leoforce; Atlanta (GA); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Hybrid work schedule

Comprehensive benefits & compensation

Job summary

Leoforce in Atlanta, GA is seeking a hands-on Customer Service Manager to hire, develop, and lead a high-performing customer support team within a fast-paced B2B organization.

This leader will oversee daily service operations, drive accountability around KPIs and SLAs, and partner across departments to deliver an exceptional customer experience. A hybrid work schedule is offered with comprehensive benefits.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years leading customer support or related teams.
• Experience managing KPIs, SLAs and workload allocation.
• Cross-functional collaboration with Sales, Operations and Finance.
• Experience with Salesforce or HubSpot CRM.

Responsibilities

• Hire, onboard, coach, and develop customer support team members.
• Establish performance expectations and provide feedback and corrective action.
• Manage team workload, resource allocation, productivity, service quality, and SLA performance.
• Monitor KPIs, dashboards, and customer feedback to identify trends.
• Develop and evaluate customer service procedures and strengthen customer experience.
• Lead process improvements to increase efficiency.
• Support escalation resolution and partner with internal stakeholders.
• Assist with onboarding and training Account Executives on customer-facing processes.
• Provide hands-on support to the team when needed.

Skills

Leadership

KPI management

Cross-functional collaboration

People management

CRM experience

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Order management systems

Job description

Leoforce in Atlanta, GA is seeking a hands-on Customer Service Manager to hire, develop, and lead a high-performing customer support team within a fast-paced B2B organization.

This leader will oversee daily service operations, drive accountability around KPIs and SLAs, and partner across departments to deliver an exceptional customer experience. A hybrid work schedule is offered with comprehensive benefits.