About this role
Welcome!
The Senior Manager, Customer Service is responsible for ensuring the completion of short to mid-term goals and objectives of the Customer Service department. Typically reports to a director; manages the work efforts of managers/supervisors/individual contributors.
• Directs, manages and provides strategic vision for overall customer support strategy.
• Develops and shapes customer service policies, procedures, and quality standards.
• Manages budgets, resource allocation, and staffing plans.
• Through managers and supervisors, analyzes complex support data, driving transformative improvements.
• Designs comprehensive customer retention strategies and initiatives.
• Drives and manages cross-departmental alignment for exceptional customer experience.
• Resolves complex escalated customer issues and disputes.
• Conducts performance evaluations for the Customer Support team and offers strategic guidance, development and coaching to the team.
Responsible for executive escalation ownership, regulatory compliance, SLA management, and team accountability:
• Lead and oversee high-level executive and regulatory customer escalations, including matters originating from the Office of the President, Attorneys General, Better Business Bureau (BBB), consumer protection agencies, state regulatory or licensing boards, legal channels, media inquiries, and other external governing or compliance entities.
• Ensure timely, accurate, and compliant resolution of escalated matters in accordance with all applicable regulatory requirements, mandated response timelines, contractual obligations, and established service-level agreements (SLAs).
• Manage team performance and accountability against escalation KPIs and SLAs, including response time, resolution time, aging, backlog, quality, documentation, and compliance; proactively address performance gaps and implement corrective action when standards are not met.
• Maintain strong escalation governance and reporting, ensuring appropriate case documentation, executive visibility, trend identification, root-cause analysis, and cross-functional coordination with Legal, Compliance, Operations, and field leadership for high-risk or sensitive customer matters.
• Minimum Experience: 8+ years
• Minimum Education: Bachelor's Degree
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [email protected]