Customer Service Manager

MCC seeks a Customer Service Manager to lead compassionate, high-quality support for donors, partners, and program participants. This role oversees a small team handling inquiries, issue resolution, and information requests across phone, email, and digital channels. The manager will implement service standards, monitor key metrics, and coach staff to ensure timely, respectful responses aligned with MCC's Christian Anabaptist values. Collaborating across departments, this position improves processes, maintains accurate records in CRM systems, and supports campaigns that advance MCC's global relief, development, and peace building mission.

Responsibilities

• Lead and supervise the customer service team supporting donors, partners, and program participants
• Develop and maintain service standards aligned with MCC's mission and values
• Oversee daily operations across phone, email, and digital channels
• Monitor and report on customer service metrics and performance targets
• Coach, train, and support staff in communication, systems, and problem-solving
• Manage complex or escalated inquiries and ensure timely, respectful resolution
• Maintain accurate records and workflows in CRM and related systems
• Collaborate with fundraising, programs, and communications teams to support campaigns and initiatives
• Identify and implement process improvements to enhance service quality and efficiency
• Ensure practices reflect MCC's Christian Anabaptist commitments to peace, justice, and stewardship

Required Skills

• Customer service management
• Team leadership and coaching
• Conflict resolution and de-escalation
• CRM and case management systems
• Performance metrics and reporting
• Process improvement
• Training design and facilitation
• Written and verbal communication
• Cross-cultural communication
• Stakeholder relationship management