A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Customer Service Manager Sybaritic Inc Bloomington, MN Job Details Full-time $60,000 - $75,000 a year 1 day ago Benefits Dental insurance 401(k) Paid time off Parental leave Qualifications Interpersonal skills Coaching Metrics Reporting Talent development Team development Hardware support Communications Management reporting CRM system proficiency Productivity software Associate's degree Technical Proficiency Ticketing system technical support Time management Analytics Full Job Description Job Summary The Customer Service Manager is responsible for leading the Customer Service and Technical Support team while ensuring exceptional customer experiences and timely issue resolution. This role oversees daily service operations, employee development, customer communications, product technical troubleshooting and performance reporting. The Customer Service Manager works cross-functionally with Operations, Sales, and other departments to improve customer satisfaction, operational efficiency, and overall business performance. This position reports directly to the Operations Manager.
Duties and Responsibilities:
Leadership & Team Management Manage and supervise all customer service department functions. Train, coach, and develop customer service staff. Conduct performance evaluations and provide ongoing feedback. Approve PTO requests and maintain adequate staffing levels. Participate in hiring, disciplinary actions, performance management, and employee development in accordance with company policies. Customer Support & Service Handle customer inquiries regarding our products, via phone, email, and ticketing systems. Serve as the primary escalation point for customer concerns. Ensure timely resolution of customer issues. Follow up with customers to confirm satisfaction and issue resolution. Technical Support Diagnose and resolve product issues. Research root causes and implement corrective actions. Guide customers through troubleshooting procedures. Maintain technical documentation and knowledge resources. Reporting & Process Improvement Develop and report on key performance indicators (KPIs). Maintain and update department procedures and documentation. Create reports to identify trends and improvement opportunities. Monitor customer satisfaction metrics and implement improvements to enhance the customer experience. Collaborate with Sales and other departments on customer-related initiatives.
Required Skills and Qualifications:
Strong leadership, coaching, and team development skills. Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. Ability to troubleshoot software and hardware issues.
Required Skills and Qualifications continued:
Experience using CRM and ticketing systems (HubSpot preferred). Strong organizational and time management skills. Ability to manage multiple priorities in a fast-paced environment. Commitment to delivering exceptional customer service. Proficiency in Microsoft Office Suite and reporting tools.
Minimum Education and Experience:
Associate's or bachelor's degree in Business, Communications, Information Technology, or a related field preferred. Minimum of 3-5 years of customer service, technical support, or related experience. Minimum of 1-2 years of supervisory or management experience preferred. Experience with CRM and ticketing platforms, preferably HubSpot. Experience developing reports and analyzing customer service metrics.
Working Conditions:
Full-time, onsite position in a warehouse and office environment. This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required for the position. Management reserves the right to modify duties and responsibilities as business needs change. We are an equal opportunity employer and prohibit discrimination and harassment of any kind. Employment decisions are made without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, age, disability, marital status, familial status, status with regard to public assistance, veteran or military status, genetic information, or any other characteristic protected by applicable law.
Pay:
$60,000.00 - $75,000.00 per year
Benefits:
401(k) Dental insurance Paid time off Parental leave Application Question(s): How many years of customer service experience do you have? How many years have you spent in a supervisory or management role? What customer service platforms or CRM systems are you proficient with?
