Job Title: Customer Service Manager
Position Reports To: Vice President of People Operations & Legal
Positions Reporting to This Job: Call Center (Support Center) Associates
Managerial Responsibility: Team Leader
Job Type: Remote w/ Travel
Job Level: Grade 7
FLSA Classification: Exempt
Competency Grouping: Leader
JOB SUMMARY
The Customer Service Manager leads the Fanatic Factory, our customer service support team, which manages the Franchise Community Line (FCL), the B Heard Hotline, and the Freshdesk ticketing system. This leader builds a motivated, high-performing team, sets and upholds quality standards, and coaches associates to deliver timely, accurate, and caring support. The role uses data and technology to improve systems and processes, strengthen franchisee satisfaction, and create experiences that wow our guests in alignment with our purpose, mission and values.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Own the daily administration and health of the Freshdesk ticketing system, including workflows, tagging, routing, and automations, so that every ticket is assigned, tracked, and resolved.
- Lead, motivate, and engage the customer service team. Set clear expectations, recognize strong work, and build a culture of ownership, accountability, and customer care.
- Build and run a quality assurance program, including ticket and call reviews, scorecards, and clear quality standards for resolution.
- Train and coach associates on the Hotline, FCL, and feedback emails, using quality reviews, customer feedback, and performance data to drive consistent improvement.
- Champion franchisee satisfaction by making sure franchisees receive responsive, accurate, and respectful support, and by sharing recurring franchisee pain points with the appropriate home office teams.
- Partner with Franchise Business Consultants and other home office teams to route issues and close the loop with franchisees and guests, recognizing that franchisees own and operate their businesses.
- Provide data insights to team leaders to help identify and resolve operational issues.
- Serve as the escalation point for complex or sensitive matters, and route legal, HR, food safety, or other high-risk issues to the right owner under company protocols.
- Manage team schedules and staffing coverage to meet service levels across all support channels.
- Perform regular audits of the ticket system and service data to identify trends, gaps, and root causes.
- Identify, recommend, and implement system and process improvements that increase efficiency, consistency, and resolution quality.
- Track and report key service metrics (such as response time, resolution time, quality scores, and satisfaction results), and use them to set goals and measure progress.
- Maintain clear procedures, templates, and knowledge resources so associates give consistent, accurate answers.
- Manage performance and development needs of all direct reports through annual performance planning and regular performance communication.
- Answer tickets that have been escalated.
This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.
ADDITIONAL RESPONSIBILITIES (IF NECESSARY)
MINIMUM REQUIREMENTS
Education
- High School Diploma or equivalent required
- Associate's or Bachelor's Degree highly preferred
- Relevant job experience may be substituted for educational requirements
Experience
- Minimum of 3 years of customer service, call center, or support center experience required
- Prior people management experience required, including coaching, performance management, and team development
- Demonstrated experience leveraging technology to improve service delivery required
- Demonstrated track record of process improvement with measurable results required
- Previous call center or support center management experience highly preferred
- Experience building or running quality assurance and coaching programs highly preferred
- Experience in quick service restaurant (QSR) or franchising highly preferred
- Experience managing remote teams preferred
Knowledge
- Proficient in MS Office Suite
- Hands-on experience with Freshdesk or a similar ticketing platform required
- Knowledge of Nextiva phone line systems (or similar system) highly preferred
- Working knowledge of customer service metrics, quality assurance scorecards, and reporting tools
Ability
- Basic IT and operational troubleshooting abilities preferred
- Ability to maintain professional and calm demeanor in critical incidents
- Ability to motivate, coach, and develop a team to consistently high performance
- Ability to analyze data, spot trends, and turn insights into action
- Conflict resolution, relationship management, and de-escalation skills
- Must be able to communicate clearly in written and spoken English
- Excellent communication skills, both written and verbal, with a customer service-oriented mindset
- Ability to excel in a remote work environment, both independently and as a member of a team
- Ability to manage stress and conflicts in a work setting
- Ability to drive a collaborative and inclusive culture
Licensing / Professional Certification
Physical Requirements
- Prolonged periods of seated work
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Requirements
- Reliable internet and setting to perform job remotely
- Non-Traditional work hours may be required
- Ability to travel occasionally for team, home office, or system events