Senior Manager of Customer Service

We are seeking a Senior Manager to oversee day-to-day client operations, lead a team of managers and supervisors, and drive service excellence across the department.

This position plays a key role in delivering a best-in-class client experience while ensuring operational consistency, coaching frontline leaders, and aligning team performance with organizational goals. The Senior Manager will work closely with executive leadership to scale processes, develop staff, and implement initiatives that strengthen client satisfaction and retention.

Key Responsibilities

• Lead, mentor, and develop frontline managers and supervisors through regular coaching and feedback.
• Conduct performance reviews and build development plans that encourage professional growth.
• Foster a high-performance, accountable team culture focused on client success.
• Oversee daily workflows to ensure timely and accurate client service delivery.
• Implement and maintain standard operating procedures and process improvements.
• Monitor team capacity and proactively manage workload distribution.
• Ensure service excellence across all client interactions.
• Resolve complex client escalations in partnership with team leaders.
• Support initiatives that drive client satisfaction, quality, and retention.
• Track and report key performance metrics such as SLAs, resolution rates, and client feedback.
• Analyze data to identify performance gaps and lead improvement efforts.
• Collaborate with leadership on dashboards and operational reporting.
• Partner with internal departments to streamline workflows and resolve bottlenecks.
• Participate in projects supporting new service offerings or system enhancements.
• Support recruitment, onboarding, and training efforts for new team members.
• Promote a collaborative and positive work environment.
• Identify recurring issues and recommend operational improvements.
• Assist in rolling out process changes and ensuring consistent team adoption.
• Ensure team compliance with organizational and client confidentiality standards.
• Model professionalism and accountability in all interactions.

Required Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field.
• 5–7 years of experience in client service or customer operations leadership.
• Proven track record of coaching and developing high-performing teams.
• Strong operational management and problem-solving skills.
• Proficiency with CRM systems (Salesforce preferred).
• Excellent communication and organizational skills.

Preferred Qualifications:

• Master’s degree in Business Administration or Communications.
• Experience in professional, advisory, or financial services.