Customer Service Manager

BIGGBY COFFEE Home Office•East Lansing, MI

2d•$65,962 - $109,900•Hybrid

About The Position

The Customer Service Manager leads the Fanatic Factory, our customer service support team, which manages the Franchise Community Line (FCL), the B Heard Hotline, and the Freshdesk ticketing system. This leader builds a motivated, high-performing team, sets and upholds quality standards, and coaches associates to deliver timely, accurate, and caring support. The role uses data and technology to improve systems and processes, strengthen franchisee satisfaction, and create experiences that wow our guests in alignment with our purpose, mission and values.

Requirements

High School Diploma or equivalent required
Minimum of 3 years of customer service, call center, or support center experience required
Prior people management experience required, including coaching, performance management, and team development
Demonstrated experience leveraging technology to improve service delivery required
Demonstrated track record of process improvement with measurable results required
Proficient in MS Office Suite
Hands-on experience with Freshdesk or a similar ticketing platform required
Working knowledge of customer service metrics, quality assurance scorecards, and reporting tools
Basic IT and operational troubleshooting abilities preferred
Ability to maintain professional and calm demeanor in critical incidents
Ability to motivate, coach, and develop a team to consistently high performance
Ability to analyze data, spot trends, and turn insights into action
Conflict resolution, relationship management, and de-escalation skills
Must be able to communicate clearly in written and spoken English
Excellent communication skills, both written and verbal, with a customer service-oriented mindset
Ability to excel in a remote work environment, both independently and as a member of a team
Ability to manage stress and conflicts in a work setting
Ability to drive a collaborative and inclusive culture

Nice To Haves

Associate’s or Bachelor’s Degree highly preferred
Previous call center or support center management experience highly preferred
Experience building or running quality assurance and coaching programs highly preferred
Experience in quick service restaurant (QSR) or franchising highly preferred
Experience managing remote teams preferred
Knowledge of Nextiva phone line systems (or similar system) highly preferred

Responsibilities

Own the daily administration and health of the Freshdesk ticketing system, including workflows, tagging, routing, and automations, so that every ticket is assigned, tracked, and resolved.
Lead, motivate, and engage the customer service team. Set clear expectations, recognize strong work, and build a culture of ownership, accountability, and customer care.
Build and run a quality assurance program, including ticket and call reviews, scorecards, and clear quality standards for resolution.
Train and coach associates on the Hotline, FCL, and feedback emails, using quality reviews, customer feedback, and performance data to drive consistent improvement.
Champion franchisee satisfaction by making sure franchisees receive responsive, accurate, and respectful support, and by sharing recurring franchisee pain points with the appropriate home office teams.
Partner with Franchise Business Consultants and other home office teams to route issues and close the loop with franchisees and guests, recognizing that franchisees own and operate their businesses.
Provide data insights to team leaders to help identify and resolve operational issues.
Serve as the escalation point for complex or sensitive matters, and route legal, HR, food safety, or other high-risk issues to the right owner under company protocols.
Manage team schedules and staffing coverage to meet service levels across all support channels.
Perform regular audits of the ticket system and service data to identify trends, gaps, and root causes.
Identify, recommend, and implement system and process improvements that increase efficiency, consistency, and resolution quality.
Track and report key service metrics (such as response time, resolution time, quality scores, and satisfaction results), and use them to set goals and measure progress.
Maintain clear procedures, templates, and knowledge resources so associates give consistent, accurate answers.
Manage performance and development needs of all direct reports through annual performance planning and regular performance communication.
Answer tickets that have been escalated.