B2B Customer Service Sales Support Manager

B2B Customer Service Sales and Support Manager

A

Schedule:

Full-Time | Monday–Frida

ySalary: $80,000- $100,000 per year, depending on experienc

e
The ideal candidate will have 5–10 years of team management experience in a Customer Service Sales and Support Rol

e.
Overv

iewWe are seeking an experienced B2B Customer Service Manager to lead a customer support team in a fast-paced environment. This role is responsible for overseeing daily service operations, coaching team members, managing performance metrics, handling escalations, and driving continuous improvement initiativ

es.
Responsibili

• ties
  
  Lead, coach, and develop customer service team memb
• ers.
  
  Manage daily customer support operations across phone, email, and chat chann
• els.
  
  Monitor and improve key performance metrics, including CSAT, AHT, FRT, quality, and SLA adhere
• nce.
  
  Handle complex customer escalations and provide effective resoluti
• ons.
  
  Track attendance, productivity, and team performa
• nce.
  
  Prepare operational reports and communicate results to leaders
• hip.
  
  Oversee workforce scheduling and payroll accur
• acy.
  
  Partner with cross-functional teams to improve customer experience and operational efficie
• ncy.
  
  Assist with recruiting, onboarding, and training new employ

Qualifica

• tions
  
  Bachelor's Degree in Business, Communications, Marketing, or related f
• ield.
  5+ years of B2B customer service sales and support leadership experi
• ence.
  
  Strong experience managing customer service KPIs and team perform
• ance.
  
  Excellent communication, coaching, and problem-solving sk
• ills.
  
  Experience with CRM systems, customer support platforms, and Microsoft Of
• fice.
  
  Sales
  force and e-com
  merce experience are a
• plus.
  
  Proven track record leading teams in U.S. and collaborating with international teams glob

ally.

• ng For Strong leadership and team-building s
• kills.
  
  Ability to manage multiple priorities in a fast-paced enviro
• nment.
  
  Data-driven decision-maker with a customer-first mi
• ndset.
  
  Proven ability to improve processes and drive re

sults.