Customer Service Manager - REMOTE

Role overview Lead customer service operations for a large service function, guiding supervisors and their teams as they handle inquiries across channels such as phone, email, letters, and fax. The role sets day-to-day priorities, maintains service and quality standards, and contributes to operational planning and decisions.

Responsibilities - Manage supervisors responsible for customer service representatives and monitor the team's service performance. - Establish and maintain operating procedures, team structures, and information flows. - Track work volume, service quality, staffing, and department metrics; report performance to management. - Oversee hiring, training, development, and performance evaluation, and hold staff accountable for results. - Contribute to budget and operational plans, long-range planning, and changes to project priorities or schedules. - Build effective relationships across departments, resolve conflict, and communicate goals and plans to stakeholders.

Requirements - Bachelor’s degree or equivalent education and experience. - 5–7 years of customer service experience, including 3–5 years of management experience in technical title, escrow, or mortgage operations. - Demonstrated ability to lead teams and build effective working relationships with department management. - Strong communication, listening, negotiation, and presentation skills, including the ability to influence others in sensitive situations. - Experience developing staff, managing change, encouraging collaboration, and measuring results. - Business judgment to assess operational issues, customer needs, and industry dynamics.

Benefits and work setup - The position is described as remote. - The listed annual base pay range is $67,200–$89,600. Eligible employees may receive medical, dental, and vision coverage, retirement savings, paid time off, sick leave, and an employee stock purchase plan.