Remote Customer Service Leader | Data-Driven Support & QA

Biggby-Coffee; East Lansing (MI); Remote; USD 65,000 - 90,000; Full time

Job summary

Biggby-Coffee is seeking a Customer Service Manager to lead the Fanatic Factory, our customer service team. You will oversee the Hotline, Franchise Community Line, and Freshdesk, driving quality, speed, and care for franchisees and guests.

You’ll coach a remote team, build QA programs, and partner with home office teams to resolve issues while maintaining service excellence in a fast-paced QSR franchising environment.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Minimum 3 years in customer service or call center management.
• Experience coaching and developing teams to high performance.
• Proven ability to leverage technology to improve service delivery.

Responsibilities

• Own the daily administration and health of the Freshdesk ticketing system, including workflows, tagging, routing, and automations.
• Lead, motivate, and engage the customer service team with clear expectations.
• Build and run a quality assurance program with scorecards and standards.
• Train associates on Hotline, FCL, and feedback emails using performance data.
• Champion franchisee satisfaction and partner with home office teams to resolve issues.
• Provide data insights to leaders to identify trends and root causes.
• Escalate complex or sensitive matters to the appropriate owner.
• Manage schedules and staffing to meet service levels across channels.

Skills

Team leadership

Coaching

Freshdesk

Data analysis

Remote work

MS Office

Communication

Education

High School Diploma

Associate/Bachelor degree preferred

Tools

Freshdesk

Nextiva

MS Office Suite

Job description

Biggby-Coffee is seeking a Customer Service Manager to lead the Fanatic Factory, our customer service team. You will oversee the Hotline, Franchise Community Line, and Freshdesk, driving quality, speed, and care for franchisees and guests.

You’ll coach a remote team, build QA programs, and partner with home office teams to resolve issues while maintaining service excellence in a fast-paced QSR franchising environment.