Customer Success Manager (Customer Service Team Leader)

Bosun•Beaufort, SC

6d•Onsite

About The Position

Our client is seeking a Customer Success Manager (Customer Service Team Leader) to lead a customer-facing team serving the public across two office locations in the Beaufort County area. This is a highly visible leadership role responsible for ensuring exceptional customer experiences, supporting frontline team members, and maintaining operational excellence in a fast-paced environment. The ideal candidate combines strong people leadership with a customer-first mindset, operational discipline, and a passion for developing others. This position will oversee customer service operations across both the Beaufort and Bluffton offices and should expect to maintain a consistent presence at each location based on business needs and a coordinated schedule.

Requirements

Associate degree in Business, Management, or a related field, or equivalent leadership certification
Minimum 7 years of experience in a professional customer service environment
Minimum 4 years of leadership experience supervising direct reports in an office setting
Proven experience coaching, developing, and managing employee performance
Strong proficiency with Microsoft Office, including Excel and Outlook
Excellent written and verbal communication skills
Valid driver's license
Ability to travel regularly between office locations

Nice To Haves

Bachelor's degree in Business, Management, Public Administration, or a related field
Experience leading customer service teams in government, financial services, banking, healthcare, or other high-volume service environments
Experience managing customer escalations and complex service issues
Process improvement and operational management experience
A genuine passion for leading and developing people
Strong conflict resolution and problem-solving abilities
Ability to balance customer experience with operational efficiency
Data-driven decision-making skills
Exceptional organizational and follow-through capabilities
A proactive leadership style that identifies and addresses issues before they become problems
A growth mindset focused on continuous improvement

Responsibilities

Lead, coach, and develop a team of customer-facing professionals
Foster a positive, accountable, and service-oriented culture
Conduct performance coaching, feedback conversations, and employee development activities
Assist with hiring, onboarding, training, and ongoing team development
Identify training opportunities and support cross-functional growth within the team
Ensure a consistently high-quality customer experience across all customer interactions
Support team members in resolving escalated customer concerns and exceptions
Monitor customer service standards and identify opportunities for continuous improvement
Promote a culture centered on professionalism, empathy, and ownership
Monitor daily customer service operations and workflow effectiveness
Ensure adherence to organizational policies, procedures, and compliance requirements
Review operational trends, metrics, and service data to identify opportunities for improvement
Maintain and update procedural documentation as needed
Support operational continuity between multiple office locations
Provide leadership support across both Beaufort and Bluffton offices
Maintain a regular presence in each location to support team members and operational needs
Partner closely with organizational leadership to ensure alignment across offices