Join Our Clients Team as a Customer Service Manager in Atlanta
Are you a seasoned leader with a passion for delivering exceptional customer experiences? We're seeking a dynamic Customer Service Manager to lead and elevate an Atlanta-based support team. This is a strategic, head-level role offering the opportunity to shape customer service standards, mentor talented teams, and collaborate across global departments.
What You'll Do:
Lead & Develop: Manage, coach, and inspire the Atlanta Customer Service team, fostering their professional growth and ensuring high performance.
International Collaboration: Build strong partnerships with customer support teams in the US, India, and Manila to promote consistent service quality and sharing of best practices.
Operational Oversight: Oversee daily operations across channels-phone, chat, email-while setting and maintaining target KPIs such as AHT, CSAT, FRT,Occupancy, and Quality.
Continuous Improvement: Implement initiatives to reduce missed contacts, enhance customer satisfaction, and streamline processes.
Cross-Functional Partnering: Work closely with Sales, Design, Production, Technology, and global business units to elevate the customer experience and provide actionable feedback.
Administrative Excellence: Manage payroll, compliance, and collaborate on recruiting, onboarding, and staffing of Customer Service, Support, and Design teams.
Issue Resolution: Handle escalated customer issues with professionalism, ensuring swift resolutions and maintaining brand reputation.
Reporting & Analysis: Regularly analyze team performance, attendance, attrition, and service metrics to produce insightful reports for leadership.
What We Require:
Bachelor's Degree in Business, Communications, Marketing, or related field.
5-10 years of managerial experience in US-based Customer Service, Sales, or Support roles.
Proven success leading and collaborating with international support teams.
Strong knowledge of CRM systems, multi-channel support platforms, and payroll management.
Ability to analyze complex data, optimize workflows, and implement strategic improvements.
Excellent communication, organizational, and leadership skills.
Experience in Ecommerce is preferred but not mandatory.
Why Join Us?
Impact & Growth: Play a pivotal role in shaping our customer service excellence and advancing your leadership career.
Collaborative Environment: Work with cross-functional teams that value innovation and continuous improvement.
Career Development: Opportunities for training, skill enhancement, and upward mobility.
Competitive Benefits: Enjoy a comprehensive package including health benefits, paid time off, and performance incentives.
If you're ready to lead a passionate customer service team in a thriving organization and make a tangible difference in our clients' experience, we want to hear from you!