Role Summary

We are seeking a dedicated Customer Service Manager to lead our CS department. In this role, you will be responsible for the high-level strategy and day-to-day operations of the customer service team, managing both CS Representatives and supervisors. You will serve as a key partner to the CS Director, providing data-driven insights on team performance and driving the department’s vision to ensure our customers receive an exceptional standard of care.

Responsibilities

Strategic Leadership: Manage day-to-day planning, operations, and problem-solving for the Customer Service team. Partner closely with the CS Director to implement departmental vision and long-term goals.
Team Development: Lead, mentor, and coach CS Reps and supervisors. Conduct regular team meetings to provide support, constructive feedback, and professional development.
Operational Excellence: Identify opportunities to enhance the customer experience. Drive continuous improvement by ensuring best practices are understood and followed.
Performance Reporting: Produce clear, evidence-based reports on team performance and KPIs for management.
Talent Management: Oversee hiring, onboarding, evaluation, training, and performance management/discipline for all team members.
Work Environment: Foster a healthy, collaborative, and communicative work environment that encourages feedback and team participation.

Qualifications

4+ years of leadership experience
5+ years of customer service experience
Proven track record of driving customer service excellence, with a focus on retention and growth goals.
Strong proficiency in Google Suite and customer service platforms, particularly Zendesk and Aircall.
Ability to translate data into actionable insights and provide clear reports to management.
Strong verbal and written communication skills. Ability to mediate and solve complex issues effectively and efficiently.
Bilingual (Spanish) skills are a plus.

Why Join Our Team?

In addition to a collaborative work environment, we offer our team members:

Health insurance
401(k) matching
Vision insurance
Dental insurance
Employee discount
PTO

Schedule

Full-time
Monday - Friday, Day shift
Occasional weekend availability required

Nutricost is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sex (including pregnancy, sexual orientation, gender identity or expression), veteran status, or any other characteristic protected under applicable law.

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Customer Service Manager