Customer Service Manager

Wire3 • Daytona Beach, FL

6d

About The Position

The Customer Service Manager leads and develops Wire 3’s customer service team to deliver exceptional, high-quality support across all customer touchpoints. This role blends people leadership, process improvement, customer advocacy, and deep operational knowledge of Zendesk to ensure every customer interaction reflects Wire 3’s values. The role also owns service performance reporting, turning customer service metrics into clear insights and action plans using Notion, Excel, and PowerPoint.

Requirements

• Strong leadership and team development capabilities
• Excellent verbal and written communication skills
• Advanced problem-solving and conflict-resolution skills
• Strong analytical mindset with the ability to interpret data and translate insights into action
• Deep working knowledge of Zendesk (triggers, automations, macros, views, SLAs, routing, reporting)
• Proficiency in CRM and ticketing systems
• High level of organization and attention to detail
• Ability to manage multiple priorities in a fast-paced, growth-oriented environment
• Proficiency in Notion, Excel (including pivot tables and trend analysis), and PowerPoint
• 3–5+ years of customer service experience, including 1–2+ years in a leadership role

Nice To Haves

• Experience managing customer support teams in telecom, ISP, utilities, or a service-based industry preferred
• Demonstrated ability to analyze and report on customer service metrics and drive measurable improvements
• Experience optimizing Zendesk workflows and reporting structures strongly preferred
• Bachelor’s degree in Business, Communications, or related field preferred (or equivalent experience)

Responsibilities

• Lead, coach, and motivate customer service representatives to meet performance and quality goals
• Hire, onboard, train, and retain a high-performing customer service team
• Conduct regular performance reviews, one-on-ones, and coaching sessions
• Foster a positive, accountable, and customer-focused team culture
• Oversee daily customer service operations across phone, email, chat, and Zendesk ticketing workflows
• Ensure timely, accurate resolution of customer inquiries, issues, and escalations across all channels
• Serve as the escalation point for complex or high-impact customer concerns
• Own Zendesk configuration and best practices to ensure the platform supports efficiency and a consistent customer experience, including:
• Ticket fields/forms, views, triggers, automations, macros, SLAs, routing, and escalation paths
• Knowledge base/help center alignment and agent guidance content
• Tagging/deflection strategies to reduce repeat contacts and improve first-contact resolution
• Monitor customer satisfaction and service performance metrics (CSAT, response times, resolution rates, backlog, reopen rate, etc.) and drive continuous improvements
• Build and maintain dashboards and reporting cadences that clearly communicate trends, outcomes, and priorities
• Analyze Zendesk and customer service performance data to identify drivers of volume, recurring issues, and quality gaps
• Translate metrics into actionable recommendations, staffing plans, and process improvements
• Produce weekly/monthly leadership updates using:
• Notion for documentation, KPI tracking, playbooks, and cross-functional visibility
• Excel for detailed metric analysis, pivots, trending, and root-cause exploration
• PowerPoint for executive-ready summaries, insights, and improvement plans
• Identify trends in customer feedback and recurring issues; partner with internal teams to drive improvements
• Develop and refine customer service policies, procedures, QA standards, and workflows
• Implement tools, training, and best practices to improve efficiency and service quality
• Support new product launches and service changes from a customer experience perspective
• Partner with Network Operations, Sales, Billing, and Marketing to resolve systemic issues
• Advocate for the customer internally and help align teams around customer needs
• Provide regular reporting and insights to leadership, including recommendations and measurable outcomes

Benefits

• Competitive Salary + Bonus
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance - 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level