Customer Service Manager

Cherie Amour Inc.•Pullman, WA

9d•$50,000 - $70,000•Onsite

About The Position

Cherie Amour is seeking a hands-on Customer Service Manager to lead our Client Experience team while driving performance, coaching talent, and creating exceptional client experiences. This is not a traditional customer service management role. You will lead from the front, working alongside your team, developing high-performing professionals, improving processes, and ensuring every client interaction reflects the quality of the Cherie Amour brand. We're looking for someone who can coach with confidence, lead with empathy, and create a culture of accountability, growth, and results.

Requirements

3+ years of customer service, client experience, or hospitality leadership experience.
Previous experience managing, coaching, and developing a customer-facing team.
Strong communication and interpersonal skills with the ability to coach effectively.
Experience handling escalated client situations with professionalism and sound judgment.
Demonstrated ability to improve team performance through accountability and development.
Strong organizational, time management, and problem-solving skills.
Comfortable working with KPIs, performance metrics, and continuous improvement initiatives.

Nice To Haves

Proficiency with CRM systems and customer communication platforms is preferred.
Experience in luxury, hospitality, retail, wellness, or other service-focused industries.
Background in appointment-based businesses or high-volume client communication.
Experience with sales coaching, conversion improvement, or client retention strategies.
Passion for mentoring and developing young professionals.

Responsibilities

Lead, coach, and develop the Client Experience team through daily mentorship, feedback, and accountability.
Work alongside the team by actively handling client conversations and setting the standard for service excellence.
Establish team goals, KPIs, and performance expectations while monitoring results and driving continuous improvement.
Conduct regular coaching sessions focused on communication, professionalism, client experience, and conversion performance.
Foster a positive, high-energy culture built on teamwork, ownership, and continuous development.
Ensure every client receives an elevated, personalized experience from their first interaction through booking.
Guide prospective clients with confidence, professionalism, and empathy while helping convert inquiries into scheduled sessions.
Handle escalated client situations with sound judgment, professionalism, and solution-focused communication.
Maintain consistency in client messaging, service standards, and overall brand experience.
Develop onboarding, coaching, and ongoing training that strengthens communication, confidence, and customer service skills.
Mentor team members in client psychology, relationship-building, objection handling, and effective communication.
Create an environment where team members continuously improve through coaching, practice, and constructive feedback.
Identify future leaders within the department and support their professional growth.
Monitor department workflows and identify opportunities to improve efficiency and the overall client experience.
Collaborate with leadership to implement new processes, improve communication, and increase operational effectiveness.
Ensure departmental policies, procedures, and service standards are consistently followed.
Use performance data and client feedback to recommend improvements and measure success.