Customer Service Manager

ISSA seeks a Customer Service Manager to lead a member-focused support team serving the global cleaning and hygiene industry. In this role, you will manage daily operations, refine service processes, and oversee CRM and service tools to ensure timely, professional responses to members worldwide. You will track KPIs, analyze feedback, and implement improvements that enhance satisfaction and retention. Partnering with membership, education, events, and marketing teams, you'll deliver seamless support across programs.

The ideal candidate brings strong leadership, data-driven decision-making, and experience in a nonprofit or association environment.

Responsibilities

• Lead and develop a member-focused customer service team supporting ISSA's global cleaning industry community
• Design and refine service processes, SLAs, and standards to ensure timely, high-quality member support
• Monitor service metrics, feedback, and trends to drive continuous improvement and solve recurring issues
• Collaborate with membership, events, education, and marketing teams to deliver seamless member experiences
• Oversee customer service systems, CRM tools, and knowledge resources to support efficient issue resolution
• Handle complex or escalated member concerns with professionalism and diplomacy
• Develop training, scripts, and resources to support consistent, accurate responses across channels
• Report on KPIs, insights, and recommendations to leadership to enhance member satisfaction and retention

Required Skills

• Customer service leadership
• Contact center operations
• CRM/AMS systems management
• Performance metrics and KPI tracking
• Process improvement
• Conflict resolution and de-escalation
• Training and coaching
• Member communications (phone, email, chat)
• Data analysis and reporting
• Cross-functional collaboration