Customer Service Manager
Remote / Online - Candidates ideally in
Buffalo, Erie County, New York, 14266, USA
Listed on 2026-06-02
Buffalo, Erie County, New York, 14266, USA
Listing for:
RouteGenie
Remote/Work from Home
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support, Systems Administrator
Job Description & How to Apply Below
Route Genie is a modern, all-in-one software platform designed for medical transportation providers, brokers, and health systems. We help businesses streamline and automate routing, scheduling, dispatching, billing, and fleet management-empowering them to reduce costs, improve on-time performance, and deliver better service to their customers and communities.
In this role, you'll manage the Customer Service Representative team to ensure customer success and operational efficiency, serving as the escalation point for complex technical or process issues related to Route Genie's software platform. This position combines strategic team management with high-level system analysis, focused on optimizing the support team's performance, enhancing system functionality, and maintaining expert user guidance. We are looking for someone to drive team performance and also be hands-on to provide the team with additional capacity.
This is an onsite position located in Buffalo, NY, working a hybrid schedule (Monday-Friday) with flexible core business hours and work-from-home days. The estimated salary range is $70,000 - $110,000 annually, based on experience, plus an annual bonus opportunity.
What You'll Do
- Team Leadership & Management:
- Manage, coach, and develop the Customer Service Representative team, including hiring, training, scheduling, and conducting regular performance reviews and one-on-one meetings.
- Monitor team performance against key metrics (e.g., SLA adherence, response time, customer satisfaction, customer reviews) and implement strategies for continuous improvement.
- Technical Escalation & Oversight:
- Serve as the final point of escalation for complex, Tier 3, and critical support issues, ensuring swift and effective resolution to maintain high customer satisfaction.
- Oversee the help desk ticketing system, ensuring proper ticket triaging, prioritization, and adherence to Service Level Agreements (SLAs) across the team.
- Operational & System Optimization:
- Support operational teams by overseeing the configuration, maintenance, and troubleshooting of customer-facing business systems and SaaS tools to ensure optimal team and system functionality.
- Gather and strategically analyze customer pain points and system functionality gaps, translating them into clear requirements for internal process improvements and/or product roadmap considerations.
- Knowledge Management:
- Develop and maintain customer-facing knowledge base articles, internal procedures, and technology documentation, ensuring all materials are accurate and up-to-date.
- Cross-Functional Coordination:
- Coordinate directly with internal Product and Engineering teams and external vendors for bug escalations, license management, and deeper technical support on system integrations, representing the voice of the customer support team.
- Proven experience (2+ years), leading, managing, and mentoring a technical Customer Service, Help Desk, or Support team.
- Proven experience (6+ years), working in a technical Customer Service, Help Desk, or Support team.
- Demonstrated ability to manage and resolve complex technical and operational issues, focused on optimizing team workflows and improving overall customer experience.
- Demonstrated experience working with SaaS platforms, ticketing systems, databases, or operational software environments in a leadership capacity.
- Experience with Customer Relationship Management tools (e.g. Salesforce) and ticketing/workflow management tools (e.g. JIRA). Ability to seamlessly work through and automate processes in these tools.
- Excellent verbal and written communication skills with the ability to clearly articulate technical issues, provide coaching feedback, and work effectively across technical and non-technical internal and external teams.
- Strong organizational skills and the ability to strategically manage a high-volume support environment, prioritize competing business and customer needs, and develop efficient team processes.
- Customer-First Approach:
From initial implementation through long-term support, our team builds solutions to support our customers for the long term.…
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