Manager of Customer Service

OnTrac

5d • $84,000 - $126,000 • Remote

About The Position

OnTrac is hiring a Contact Center Manager! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. This position may be performed remotely in states where the company is authorized to employ individuals. The Customer Center Manager leads a frontline customer support team responsible for managing customer cases through chat and text messaging channels. This role oversees Supervisors and associates, ensuring a high-quality, efficient, and customer-centric support experience in a fast-paced logistics environment. Success in this position involves bringing strong people leadership, operational discipline, and a passion for coaching teams, improving performance, and delivering exceptional service while partnering cross-functionally to resolve escalations and improve customer processes.

Requirements

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)
• Minimum 4+ years of leadership experience in a contact center or customer service environment
• Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment
• Strong leadership, coaching, and performance management skills
• Proven ability to analyze data and use insights to drive decisions and improvements
• Experience in logistics, transportation, or e-commerce industries preferred
• Proficiency with contact center tools, CRM systems, and reporting dashboards
• Familiarity with workforce management and quality assurance processes.
• Excellent communication and interpersonal skills with both frontline teams and cross-functional partners.
• Thrive in a fast-paced, high-volume environment while maintaining focus and consistency.
• Apply strong problem-solving and conflict resolution skills to address customer and team challenges effectively.

Responsibilities

• Lead and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms.
• Monitor daily operations to ensure service levels, response times, and quality standards are consistently met.
• Coach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture.
• Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results.
• Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on time.
• Ensure consistent and accurate documentation of customer cases and interactions.
• Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights.
• Support workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demand.

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree