Manager, Customer Success Center Care Advisor

Music & Arts•Kansas City, MO

About The Position

The Customer Success Center Care Advisor Manager is a customer-focused people leader responsible for coaching, day-to-day execution, and performance of a frontline customer service team. The manager ensures consistent service across supported channels by reinforcing service behaviors, monitoring quality, and resolving customer issues and escalations within defined guidelines. The role partners with Training, Quality, Knowledge Management, and cross-functional teams to support process adherence, reduce repeat contacts, and improve customer satisfaction. The manager leads and develops Customer Service Agents, monitors operational performance, manages individual performance against goals, supports workforce and coverage needs, and ensures adherence to policies and regulatory requirements. They use customer feedback, escalation patterns, and frontline observations to identify root causes and improve customer outcomes, including First Contact Resolution. The role also reinforces training and knowledge, supports performance reviews and development, and promotes effective use of tools and documentation. It leverages AI-based coaching and other AI capabilities to improve coaching effectiveness, identify customer trends, increase productivity, and enhance customer experience. The manager collaborates across teams, supports implementation of new processes and tools, and leads data-informed continuous improvement efforts. Other duties and special projects may be assigned.

Requirements

3–5+ years of leadership experience in customer service and/or contact center environments; multi-channel support is preferred.
Demonstrated success coaching teams to improve customer satisfaction, quality, and operational performance.
Working knowledge of contact center operations, including schedule adherence, case management, and service KPIs such as CSAT, FCR, AHT, and contact volume.
Experience with CRM and contact center platforms.
Comfort using dashboards and reporting to manage performance.
Strong communication, conflict resolution, and de-escalation skills, with the ability to handle sensitive customer situations professionally.
Customer-first mindset with high accountability and attention to detail.
Strong coaching presence and ability to deliver clear, constructive feedback.
Collaborative, solution-oriented leadership that drives consistency and continuous improvement.

Nice To Haves

Bachelor’s degree or equivalent business experience preferred.
Multi-channel customer support experience preferred.

Responsibilities

Advocate for customers and lead, motivate, and coach frontline Customer Service Agents across phone, email, chat, and other support channels.
Reinforce empathetic, customer-first service behaviors, active listening, problem solving, and de-escalation techniques.
Set expectations for quality, policy adherence, and professionalism, and hold the team accountable.
Handle or support escalations beyond frontline authority, ensuring timely follow-up and documented outcomes.
Monitor daily performance, workflow, activity, schedule adherence, responsiveness, and case follow-through.
Track individual performance against goals and create coaching action plans and support performance conversations.
Partner with Workforce Management and site leadership on coverage, backlogs, and routing priorities while executing staffing plans.
Ensure adherence to customer service and complaint-handling policies, procedures, and regulatory requirements.
Identify recurring customer pain points through Voice of the Customer feedback, escalations, and frontline observations, and partner across functions to address root causes.
Drive First Contact Resolution by coaching Advisors to own customer issues and minimize unnecessary transfers, repeat contacts, and callbacks.
Use AI-based coaching tools as the primary source for coaching improvement.
Identify development needs and partner with Training and Service/Sales Leadership to support skill-building.
Conduct performance conversations and reviews, providing feedback and growth opportunities.
Build a high-performance service team culture focused on exceeding targets.
Promote consistent use of tools and documentation standards, including CRM notes, dispositions, and knowledge articles.
Leverage AI tools to improve coaching effectiveness, identify customer trends, increase Advisor productivity, and enhance customer experience.
Surface recurring customer issues and process friction to Customer Service leadership with recommendations based on frontline observations.
Partner with eCommerce, Stores, Operations, and Supply Chain to resolve customer-impacting issues and improve end-to-end experiences.
Support rollout and adoption of new processes, tools, and service initiatives; provide leadership with feedback on adoption barriers and opportunities.
Lead continuous improvement by identifying operational inefficiencies, proposing data-backed solutions, and partnering with stakeholders to implement lasting improvements.
Perform other duties and special projects as assigned.

Benefits

Gig leave for employee musicians to take time off to share their music on tour and return to their job afterward.
Medical benefits.
Dental insurance.
Vision insurance.
401(k) with company match.
Mental health support.
Paid sick time.
Paid holidays.
Paid vacation time.
Employee discount program.
Tuition reimbursement options.