Customer Service Manager
About The Position
AITX is seeking a highly motivated and customer-focused Customer Service Manager to lead and enhance the performance of our customer service team. This role serves as the central point of ownership for all customer-facing processes – from issue resolution and lease returns to onboarding, customer outreach, and contract documentation – ensuring a seamless and high-quality experience for every customer. The ideal candidate is a collaborative leader with a strong customer service background, excellent organizational skills, and hands-on experience with CRM’s like Salesforce. They will thrive in a fast-paced environment and take pride in building efficient processes and strong customer relationships.
Requirements
- Bachelor’s degree in Business Administration, Communications, or a related field.
- 5+ years of customer service experience, including at least 2 years leading or managing a customer service team in a B2B environment.
- Demonstrated experience owning end-to-end customer processes.
- Strong written and verbal communication skills, with the ability to handle escalations professionally and influence stakeholders across all levels of an organization.
- Proven ability to partner cross-functionally with all verticals of an organization.
- Experience overseeing contract documentation and lease or subscription lifecycle processes (e.g., renewals, releases, or returns).
- Ability to track team performance, analyze customer service KPIs, and report on customer satisfaction trends to drive improvements.
- Hands-on proficiency with Salesforce or a comparable CRM platform, including reporting, dashboard creation, and process improvement.
- Proficient in Microsoft Office tools, including Outlook, OneNote, Teams, and advanced Excel (data analysis and evaluation).
- Highly self-directed, with the ability to manage competing priorities and timelines effectively.
- Highly organized and detail-oriented, with strong problem-solving and analytical skills.
Nice To Haves
- Experience in transportation, logistics, equipment leasing, or a related B2B services industry is a plus; a willingness and ability to quickly learn industry-specific nuances is essential.
Responsibilities
- Lead and support a team of five Customer Service Representatives across the U.S. and Canada.
- Set goals, track performance, and monitor the status of customer service initiatives.
- Serve as the escalation point for all customer issues originating from the Customer Service team, ensuring timely and effective resolution.
- Own the end-to-end management of core customer processes, including issue resolution, lease releases, new customer onboarding, contract documentation, and customer surveys.
- Coordinate and track customer issues across internal teams; partner with sales, operations, and finance to resolve billing and delinquency matters on behalf of customers.
- In partnership with Operations and Product Management, oversee the lease release process from initiation through completion, ensuring adherence to contract terms and customer expectations.
- Manage customer onboarding and ongoing support of the FleetAX platform.
- Oversee contract documentation for accuracy, completeness, and timing.
- Own the customer survey process – distribution, tracking, response management, and reporting – coordinating with internal teams to drive improvements in customer satisfaction.
- Serve as the primary user and internal champion of the companies CRM platform, Salesforce, identifying and driving process improvements to increase visibility and efficiency across the commercial team.
- Build and maintain strong customer relationships through professional, personable, and empathetic communication; navigate sensitive conversations with tact and serve as a trusted external point of contact for customers.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
