Remote Customer Service Manager - Data-Driven Leader

BIGGBY COFFEE; East Lansing (MI); Hybrid; USD 66,000 - 110,000; Full time

Job summary

Talentify in East Lansing, MI is seeking a Customer Service Manager to lead the Fanatic Factory, our customer service team, across FCL, Hotline, and Freshdesk.

You will build a high-performing team, set quality standards, coach associates, and use data to improve systems, franchisee satisfaction, and guest experiences.

This hybrid role includes remote work with travel up to 25% and reports to VP of People Operations & Legal.

Qualifications

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s Degree highly preferred.
• Relevant job experience may be substituted for educational requirements

Responsibilities

• Own the daily administration and health of the Freshdesk system, including workflows, tagging, routing, and automations.
• Lead, motivate, and engage the customer service team. Set clear expectations and a culture of ownership and customer care.
• Build and run a quality assurance program with scorecards and clear standards for resolution.
• Train and coach associates on the Hotline, FCL, and feedback emails using quality reviews and performance data.
• Champion franchisee satisfaction by ensuring responsive, accurate, and respectful support and by sharing pain points with home office teams.
• Provide data insights to team leaders to identify and resolve operational issues.
• Serve as escalation point for complex or sensitive matters and route high-risk issues appropriately.

Skills

Customer service

People management

Data analysis

MS Office

Freshdesk

Communication

Education

High School Diploma or equivalent

Associate’s or Bachelor’s Degree preferred

Tools

Freshdesk

Nextiva

Job description

Talentify in East Lansing, MI is seeking a Customer Service Manager to lead the Fanatic Factory, our customer service team, across FCL, Hotline, and Freshdesk.

You will build a high-performing team, set quality standards, coach associates, and use data to improve systems, franchisee satisfaction, and guest experiences.

This hybrid role includes remote work with travel up to 25% and reports to VP of People Operations & Legal.