Customer Service Manager - Hospitality

Location: Henderson, NV

Job Type: Full-Time

Compensation: $90,000+ annually + performance-based bonuses

Lead a high-performing team in a fast-paced, high-volume service environment where standards are high and every interaction matters. We're looking for a hands‑on leader who knows how to build strong teams, drive performance, and deliver a five-star customer experience at scale
. This role is ideal for someone from hospitality, retail, or call center leadership who thrives in structured environments and knows how to balance people leadership with operational excellence.

• Lead daily operations in a high-volume, customer-facing environment
• Manage, coach, and develop a team of 30+ employees
• Drive accountability around performance metrics, quality standards, and service delivery
• Ensure every interaction meets a professional, efficient, and high-touch standard
• Oversee scheduling, staffing, and workflow management
• Monitor and improve KPIs related to service quality, productivity, and customer experience
• Step in as needed to support team members and maintain operational flow
• Create a culture focused on precision, consistency, and continuous improvement

• Fast‑paced environment where priorities shift quickly and strong leadership is essential
• High standards — you'll be measured on team performance, not just activity
• A role where you're on the floor, coaching in real time, and driving results daily
• A team that values accountability, professionalism, and doing things the right way

• 10+ years of leadership experience in customer service, hospitality, retail, call center, or similar environments
• Experience managing large teams (30+ employees) in a high-volume setting
• Proven ability to track, analyze, and improve performance metrics (KPIs)
• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
• Comfortable working in a structured, process-driven environment
• Hands‑on leadership style with a focus on team development and operational execution

• Upscale hospitality, restaurant, or hotel management
• Customer support leadership
• Retail or service environments with high standards and performance expectations
• Experience leading teams through growth, change, or scaling operations

You’ve worked in environments where service standards were non‑negotiable — whether in hospitality, retail, or high‑volume customer operations. You know how to lead from the front, hold a high bar, and develop teams that deliver consistently strong results. You're ready for a role where you can
own outcomes, build a team, and create a best‑in‑class customer experience.

• No industry‑specific or clinical experience required — full training provided
• Ability to work on‑site in a structured, fast‑paced environment
• Comfortable managing schedules, workflows, and performance expectations

• $90,000+ base salary + performance-based bonuses
• Health, dental, and vision coverage (majority employer‑paid)
• 401(k) retirement plan
• Paid time off: 10 days (15 after first year) + 10 paid holidays

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.