Customer Service Manager
Cefaly
full-time
Posted on:
Location Type: Hybrid
Location: Darien • Connecticut • United States
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Salary
💰 $65,000 - $80,000 per year
About the role
- Actively handle customer inquiries, escalations, and complex cases across phone, email, and digital channels
- Serve as the primary escalation point for internal representatives and external call center agents
- Directly manage internal customer service representatives, including hiring, onboarding, training, and performance management
- Define performance expectations, SLAs, and quality standards
- Create, document, and maintain customer service SOPs, workflows, and work instructions
- Define, implement, and track customer service KPIs, including Average Speed of Answer (ASA), Average Handle Time (AHT), First Contact Resolution, CSAT/NPS, call abandonment rate, and complaint trends
Requirements
- Bachelor’s degree or equivalent experience
- 5+ years of customer service experience, including 2+ years in a hands-on leadership or player/coach role
- 5+ years of experience managing or working closely with an external call center or BPO partner
- 3+ years of experience developing SOPs, workflows, and performance metrics from the ground up
- Strong problem-solving, communication, and organizational skills
Benefits
- Health/Dental (employer paid)
- Vision (employer paid)
- IRA with company matching, no vesting period
- Paid PTO
- Paid Holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceSOP developmentworkflow managementperformance metricsKPI trackingcall center managementBPO managementescalation handlingquality standards definitionperformance management
Soft Skills
problem-solvingcommunicationorganizational skillsleadershiptraininghiringonboardingperformance management
Certifications
Bachelor’s degree