Regional Customer Service Leader

CSafe Global; Monroe (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid holidays

PTO 25 days

EAP

Travel assistance

Financial wellness

Tuition reimbursement

Parental leave

Referral bonus

Gym membership

Training & development

International exposure

Career growth

Job summary

CSafe Global in Monroe, Ohio, is seeking a Customer Service Manager to lead our regional team and drive SLA performance from the World Headquarters. You will guide Supervisors, manage escalations, and coordinate with manufacturing, logistics, and finance to deliver exceptional service.

The role requires a Bachelor's degree and 7+ years in customer service with people management. You will foster a high-performance, customer-first culture across hybrid teams and contribute to global strategy.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years in customer service with people management responsibility.
• Experience in day-to-day service operations including escalation handling and SLA oversight.
• Proven ability to resolve high-visibility customer escalations and manage cross-functional relationships.
• Strong client relationship management and data-driven improvement mindset.

Responsibilities

• Oversee regional operations, monitor workload and SLA performance, and support Supervisors.
• Lead daily reviews and stand-ups to keep orders on track and unblock issues.
• Own regional SLA accountability and ensure conditions exist for SLAs to be met.
• Mentor staff to resolve complex customer inquiries and manage high-stakes escalations.
• Collaborate with manufacturing, logistics, finance, and commercial teams to expedite orders and renewals.
• Ensure accurate lease records and effective invoicing, with governance over process adherence.

Skills

People management

SLA oversight

Escalation handling

Cross-functional collaboration

Data analysis

Communication

English fluency

Education

Bachelor's degree in Management or Business Administration

Tools

Sage X3

Zendesk

Kustomer

Salesforce

Office 365

Job description

CSafe Global in Monroe, Ohio, is seeking a Customer Service Manager to lead our regional team and drive SLA performance from the World Headquarters. You will guide Supervisors, manage escalations, and coordinate with manufacturing, logistics, and finance to deliver exceptional service.

The role requires a Bachelor's degree and 7+ years in customer service with people management. You will foster a high-performance, customer-first culture across hybrid teams and contribute to global strategy.