Customer Service Manager - Remote

Overview

The Customer Service Manager will lead the frontline customer service team and oversee daily operations, ensuring high service quality and effective team management.

In Short

• Lead and develop a team of 4 customer service specialists.
• Manage day-to-day operations including SLA management and QA.
• Run customer service programs and monitor service KPIs.
• Coach team members on response strategies for customer feedback.
• Collaborate with product and tech teams on service tools and workflows.
• Ensure consistent delivery of high-quality customer service.
• Respond to customer escalations effectively.
• Provide backup coverage during team absences.

Requirements

• 2+ years of experience in customer support/service.
• At least 1 year in a leadership role.
• Experience in an omnichannel service environment.
• Familiarity with CRM platforms, preferably HubSpot.
• Strong communication skills for public interaction.
• Ability to monitor and analyze service metrics.
• Experience in real estate or proptech is a plus.

Benefits

• Competitive salary with performance-based OTE.
• Comprehensive health benefits including medical, dental, and vision.
• 18 days of paid time off plus 10 paid holidays.
• Annual budget for professional development.
• Paid sabbaticals for tenure milestones.
• Work-from-home stipend for remote workspace support.
• 401(k) retirement plan.
• Paid parental leave of 6-12 weeks.
• Wellness benefits including counseling sessions.