Customer Service Manager- CCLI (Vancouver, WA)

SESAC Rights Management•Vancouver, WA

2d•Hybrid

About The Position

Christian Copyright Licensing International (CCLI) is seeking a Customer Service Manager to join our team in Vancouver, WA. In this role, you will lead and optimize customer service operations across The CCLI Group. This position is responsible for delivering high-quality, consistent customer experience, driving operational excellence, and developing a high-performing, engaged team. The Customer Service Manager oversees daily service delivery, licensing operations, and customer communications, while using data and cross-functional collaboration to improve customer satisfaction, retention, and overall business performance. As a member of the management team, this role contributes to strategic planning and continuous improvement initiatives across the organization.

Requirements

Bachelor’s degree in Business Administration, Communications, Management, or a related field preferred.
7+ years of customer service experience.
3+ years in a management role.
Experience leading remote team members.
Strong leadership, coaching, and team-building skills.
Excellent communication and conflict-resolution abilities.
Strategic thinking with strong business and financial acumen.
Data-driven decision-making and analytical mindset.
Ability to manage multiple priorities in a dynamic environment.
Customer-focused with a commitment to service excellence.

Responsibilities

Lead, coach, and develop supervisors and frontline representatives, including recruitment, onboarding, training, succession planning, and leadership development.
Oversee daily customer service operations and foster a customer-first culture that is focused on service excellence and accountability across our North America operations.
Manage workforce planning, scheduling, and employee performance to ensure team effectiveness and engagement.
Establish and achieve department service goals and performance targets by ensuring timely, accurate, and professional responses to all customer interactions by both phone and email.
Ensure accurate and timely processing of license applications, renewals, and payments.
Manage escalation processes and resolve complex or high-impact customer issues.
Maintain accurate tracking and documentation of customer communications and transactions.
Maintain and update the Customer Service Knowledge Base, ensuring it is accurate and complete.
Maintain compliance with internal policies and industry standards along with operational accuracy in licensing systems, records, and reporting.
Lead continuous improvement initiatives by optimizing processes, systems, technologies, and customer data workflows to improve efficiency, scalability, and service quality.
Define, monitor, and report on key performance indicators; analyze operational performance and provide actionable insights and recommendations to executive leadership.
Maintain operational accuracy in licensing systems, records, and reporting.
Partner with Marketing, Sales, Finance, Product, and other stakeholders to improve the end-to-end customer experience.
Develop and implement customer service strategies aligned with organizational goals, serve as the voice of the customer, and collaborate cross-functionally to improve customer retention, loyalty, product adoption, and revenue growth.
Prepare and manage the department budget, including forecasting and cost control.
Participate in leadership meetings, contributing to company-wide planning and policy development.
Other duties and special projects as assigned.