Customer Service Manager

Sodexo•Pflugerville, TX

1d•Hybrid

About The Position

Sodexo InReach is seeking a Customer Service Manager in Austin, Texas. This is a hybrid role with two days at home and three in the office. The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach’s Vending and Office Coffee Service (OCS) operations. This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination. The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams. This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool.

Requirements

3+ years of experience leading or managing a customer service or support team
Demonstrated success managing remote employees and distributed teams
Strong working experience using Microsoft Teams for daily communication, collaboration, and team management
Experience managing SLAs, KPIs, and service performance in a high-volume environment
Strong escalation management skills with the ability to balance urgency, empathy, and operational realities
Effective coach and communicator who can drive accountability in a remote setting
Ability to partner cross-functionally with Operations, Service, and Account Management teams
Strong organizational, analytical, and problem-solving skills
Customer-first mindset with a focus on consistency, clarity, and operational execution
Associate's Degree or equivalent experience

Nice To Haves

Experience supporting field-based or service-oriented operations (vending, OCS, facilities, logistics, or similar preferred)
Vending, Micro Market, or Office Coffee Service (OCS) industry experience preferred
Experience working with CRM or ticketing systems preferred
Familiarity with multi-branch or multi-region service environments preferred
Comfort operating in a fast-paced, evolving organization preferred

Responsibilities

Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issues, and equipment concerns
Manage daily workflow, case assignment, and prioritization to ensure SLA commitments are consistently met
Serve as the primary escalation point for complex, time-sensitive, or high-impact customer issues
Partner with Branch Managers, Service Managers, Distribution Managers, and District Managers to drive timely resolution and operational alignment
Monitor and report on customer service performance metrics, identifying trends, gaps, and improvement opportunities
Use Microsoft Teams to manage communication with remote employees through meetings, chat, escalation channels, and collaboration spaces
Conduct regular one-on-ones, team huddles, and performance reviews with remote team members
Ensure consistent use of service workflows, escalation protocols, and branch-specific procedures
Support onboarding and training of Customer Service Representatives on vending/OCS operations, equipment types, and service standards
Collaborate with Account Managers and Key Account Managers to address customer risks, escalations, and retention concerns
Drive continuous improvement initiatives related to efficiency, quality, and customer experience
Be accountable for meeting and improving service performance, including but not limited to: SLA adherence for response and resolution times, First Contact Resolution (FCR) rates, Escalation volume and resolution effectiveness, Repeat service issues and trend reduction, Customer satisfaction indicators (CSAT, customer feedback), Ticket/work order accuracy and documentation compliance, Team productivity and case throughput
Analyze performance data, communicate results to leadership, and implement corrective actions when service levels fall below expectations.