Customer Service Manager

Risk Strategies•Birmingham, AL

52d•$84,200 - $120,000

About The Position

We are seeking an experienced and dedicated Customer Service Manager to lead and elevate our customer support operations. The ideal candidate will have a proven track record of 10+ years in customer service and a minimum of 5 years in a management role. This person will be responsible for optimizing the customer experience, mentoring a team of service professionals, and developing strategies to ensure exceptional service delivery across all channels.

Requirements

10+ years of experience in customer service, with at least 5 years in a management role.
Strong leadership and team development skills.
Excellent communication, problem-solving, and interpersonal abilities.
Data-driven with the ability to interpret reports and apply findings to drive results.
Demonstrated ability to manage change, implement process improvements, and drive team engagement.

Nice To Haves

Experience in benefits administration.
Familiarity with CRM and ticketing systems.
Proven success in managing remote or hybrid teams.

Responsibilities

Lead, mentor, and manage the Customer Service team to achieve high performance and customer satisfaction.
Develop and implement service procedures, policies, and standards.
Monitor and analyze service metrics to drive process improvement and operational efficiency.
Handle complex or escalated customer inquiries or issues, ensuring timely resolution.
Collaborate cross-functionally with internal teams (e.g., Operations, Sales, Product) to resolve issues and improve the customer journey.
Conduct regular coaching, training, and performance evaluations to support team growth and development.
Manage service-related projects and initiatives, including system/process upgrades or new technology implementation.
Prepare and present reports on team performance, customer feedback, and key service KPIs to leadership.
Foster a customer-centric culture rooted in empathy, accountability, and excellence.