Customer Service & Operations Manager

Fastpost LLC•Livermore, CA

5h•$80,000 - $95,000

About The Position

We are looking for an experienced, hands-on Customer Service Manager to lead our Customer Service and Sign Manufacturing teams. This is a key leadership position for someone who knows how to develop people, improve processes, solve problems, and create an exceptional customer experience. Our company serves real estate professionals in a fast-paced, high-touch service environment, where responsiveness, accuracy, communication, and follow-through matter. We need a leader who understands demanding customers, can remain calm under pressure, and knows how to turn challenges into solutions. This position requires more than customer service experience. We are looking for a strong people leader and problem solver who can earn the respect of the team while raising expectations and improving how the department operates. A successful Customer Service Manager will build a department that is organized, accountable, efficient, responsive, and customer-focused. You will develop your team, improve communication and workflow, reduce unnecessary problems, and help create processes that allow the company to grow. We want someone who doesn't simply maintain the department—we want a leader who will help us make it better. If you are an experienced service leader who enjoys developing people, solving operational challenges, improving processes, and helping a company evolve, we’d like to hear from you.

Requirements

An experienced manager with a proven history of successfully leading teams
Experienced working with high-touch and demanding customers in a service-based business
Confident handling escalated or difficult customer situations
Thick-skinned, composed, and professional under pressure
Comfortable holding employees accountable while also coaching and developing them
Highly organized and able to manage multiple priorities at once
Process-oriented and constantly looking for better, faster, and more efficient ways to work
Comfortable making decisions and taking ownership
Innovative and willing to challenge “the way we’ve always done it”
Adaptable and not afraid of change
A clear and effective communicator
A hands-on leader who leads by example rather than managing from the sidelines
Able to balance excellent customer service with the operational needs of the business

Responsibilities

Supervise and lead a team of approximately 8–10 employees across our Customer Service and Sign Manufacturing departments while helping improve the day-to-day operation of the business.
Lead, coach, train, motivate, and hold team members accountable
Oversee daily Customer Service and Sign Manufacturing operations
Evaluate and streamline processes, procedures, and workflow
Identify inefficiencies and implement practical improvements
Establish clear expectations and help employees succeed in their roles
Handle escalated customer concerns professionally and confidently
Maintain a high level of service for our real estate customers
Assist with daily driver routing, scheduling, and operational problem-solving
Coordinate between customer service, production, drivers, and other departments
Monitor workload and priorities to ensure work is completed accurately and on time
Develop training and procedures that create greater consistency and accountability
Lead by example and be willing to jump in wherever needed
Help introduce new ideas, technology, and processes that move the company forward