Customer Service Manager • Customer Success Plano, TX

We are in pursuit of a seasoned Customer Service Manager to lead our support team into a new era of customer success. This role is crucial for cultivating our service culture, developing our support strategies, and ensuring that every interaction with our brand is positive and impactful. If you have a proven track record of managing and elevating customer service teams, especially within the SaaS sector, we invite you to join our mission.

• Lead, mentor, and develop our customer service team, ensuring they have the resources and training required to excel.
• Oversee customer inquiries, ensuring swift resolution while prioritizing customer satisfaction.
• Develop and implement customer service policies and procedures to standardize and enhance service delivery.
• Analyze customer feedback and service metrics to drive continuous improvement.
• Collaborate closely with the product and sales teams, providing insights from a service perspective.
• Address and resolve escalated customer issues, turning challenges into opportunities for brand loyalty.
• Forecast hiring needs and participate in recruitment efforts to maintain a robust service team.

• Bachelor's degree in Business, Communication, or a related field.
• Minimum of 4-5 years in a customer service leadership role, with preference for experience in the SaaS environment.
• Strong interpersonal and leadership skills, with a track record of developing high-performing teams.
• Proficiency with CRM and customer support software (e.g., Zendesk, Salesforce).
• Exceptional communication skills and the ability to manage multiple stakeholders.
• Data-driven mindset, with the ability to derive actionable insights from metrics.
• Prior experience in the promotional product industry.
• Certification in Customer Service Management or related fields.