Omnichannel Customer Experience Manager

AccountMakers; Northern, Los Angeles (KY, CA); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Other benefits

Job summary

AccountMakers in the United States is seeking a Customer Service Manager to oversee day-to-day support across email, chat, and phone. You will lead a team, set service standards, and partner with operations, logistics, marketing, and product to drive a superior customer experience.

The role requires 5–8 years in customer service with leadership, a deep understanding of ticketing and omnichannel workflows, and a track record of building scalable support processes as the business grows.

Qualifications

• 5–8 years in customer service or CX with leadership responsibilities.
• Experience mentoring customer service or support teams.
• Strong understanding of customer service operations, ticket management, and omnichannel workflows.
• Experience with customer support platforms such as Zendesk, Gorgias, Freshdesk, Salesforce Service Cloud, or similar tools.

Responsibilities

• Lead and mentor a team of customer support representatives across email, chat and phone.
• Establish service standards and monitor key performance metrics.
• Collaborate with operations, logistics, marketing and product teams to improve the customer journey.
• Identify recurring issues and implement scalable processes as the company grows.

Skills

Leadership

Team management

Omnichannel support

Customer service operations

Cross-functional collaboration

Tools

Zendesk

Gorgias

Freshdesk

Salesforce Service Cloud

Job description

AccountMakers in the United States is seeking a Customer Service Manager to oversee day-to-day support across email, chat, and phone. You will lead a team, set service standards, and partner with operations, logistics, marketing, and product to drive a superior customer experience.

The role requires 5–8 years in customer service with leadership, a deep understanding of ticketing and omnichannel workflows, and a track record of building scalable support processes as the business grows.