Customer Service Manager

Role Overview

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service).
• Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards.
• Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores.
• Forecast demand and partner with workforce management to ensure optimal staffing across channels.
• Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction.
• Champion a customer-first culture focused on empathy, responsiveness, and resolution.
• Design and implement programs to achieve world-class service benchmarks.
• Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives.
• Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey.
• Serve as the primary Five9 subject matter expert (SME) for the contact center.
• Maintain Five9 functionality including: IVR design and optimization, call routing strategies, campaign management, agent desktop configuration and workflows, digital channel integrations.
• Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends.
• Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime.
• Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing).
• Lead system enhancements, testing, and releases in partnership with IT and business stakeholders.
• Train and mentor supervisors and agents on Five9 tools and best practices.
• Lead, coach, and develop a team of supervisors, team leads, and frontline agents.
• Establish clear performance expectations and accountability for results.
• Conduct regular coaching, performance reviews, and career development planning.
• Foster a high-engagement, inclusive team culture focused on collaboration and excellence.
• Drive hiring, onboarding, and retention strategies to build a strong talent pipeline.
• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization.
• Implement process improvements to enhance productivity, quality, and customer outcomes.
• Support quality assurance programs, including calibration and performance feedback loops.
• Develop and maintain SOPs, knowledge base content, and training materials.
• Lead or participate in cross-functional projects and initiatives.

Requirements

• Bachelor’s degree in Business, Communications or a related field, or equivalent work experience
• 5+ years of experience in contact center or customer service operations
• 2+ years of direct people management experience within a fully remote contact center environment
• Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
• Strong experience managing omnichannel support environments.
• Hands-on experience with Five9 platform administration and configuration.
• Proven track record of improving customer experience metrics (CSAT, NPS, FCR).
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent leadership, communication, and stakeholder management skills.
• Five9 certifications or advanced platform expertise.
• Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms.
• Background in process improvement methodologies (Lean, Six Sigma).
• Experience scaling contact center operations or leading transformation initiatives.

Benefits

• At least 20 PTO days accrued 1 st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Dress for your day