Customer Service Manager

Travelpro Products, Inc. • Boca Raton, FL

8d

About The Position

Travelpro is seeking a Customer Service Manager to lead our global Customer Service and Warranty Services operations. This role is responsible for managing outsourced BPO partners, leading an in-house escalations team, optimizing AI-driven service tools, and driving data-informed decisions that enhance the customer experience and operational efficiency.

Requirements

• A minimum of 7 years of customer service experience, including over 3 years in a leadership role managing outsourced or multi-site contact center operations.
• Experience in both B2C and B2B environments, preferably within the consumer goods, retail, or e-commerce industries.
• Strong understanding of customer service technology platforms such as Gorgias, Zendesk, or similar ticketing systems.
• Hands-on experience with automation, AI chatbots, analytics tools, and e-commerce platforms (such as Shopify or similar).
• Proven ability to develop and track KPIs, interpret data trends, and drive operational improvements.
• Experience in managing returns and warranty programs or similar service operations.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work effectively in a fast-paced, deadline-driven environment.
• Willingness to work flexible hours as needed to support global operations.

Responsibilities

• Lead and manage Customer Service operations across in-house teams and international BPO partners to ensure a seamless and consistent customer experience
• Oversee warranty services end-to-end including claims processes, replacements, parts fulfillment, returns, and policy administration
• Monitor service performance across all channels using KPIs such as CSAT, NPS, response time, resolution time, and cost-per-contact
• Forecast service volume and collaborate on workforce planning to ensure appropriate staffing during peak seasons and product launches
• Own and optimize customer service technology platforms including ticketing systems, chatbot automation, returns tools, and e-commerce integrations
• Develop and implement strategies that improve self-service resolution rates while ensuring smooth escalation paths to live agents
• Build and maintain dashboards, reports, and analytics that provide actionable insights into customer sentiment, service trends, and operational performance
• Partner cross-functionally with Operations, Planning, E-Commerce, IT, and other departments to support company initiatives and improve customer journey touchpoints
• Lead training initiatives, performance management, and continuous improvement programs to maintain a high-performing service culture
• Manage departmental budgets, vendor relationships, and technology investments
• Prepare executive-level reporting and presentations on customer service performance and strategic initiatives
• Perform other duties as assigned

Benefits

• Inspiring Company Culture – Help one another, never stop improving, lead by example, own your work, and have fun together.
• Rest & Relaxation – Paid Time Off, company-paid holidays and some flexible work schedules
• Comprehensive Health Benefits - Medical, Dental, Vision, Health Savings Accounts, and Wellness Programs
• Preparing for your Future - 401K company match
• Employee Resource Groups – Employee-led social committee to promote employee wellbeing and cross-functional collaboration along with community awareness, impact, and support of a culture where everyone belongs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees