Customer Service Manager

National Safety Council

Manager, Customer Service leading remote omnichannel contact center for the National Safety Council. Driving service excellence and operational efficiency through team leadership and contact center technology expertise.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing omnichannel customer support operations, with a strong focus on improving customer experience metrics and leading remote teams. Proficient in Five9 platform administration and process improvement methodologies to enhance operational efficiency.

Highest-signal resume keywords

Five9 Platform AdministrationOmnichannel Support ManagementCustomer Experience Metrics ImprovementRemote Team LeadershipProcess Improvement Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI MonitoringData AnalysisAutomation ImplementationIVR DesignCampaign ManagementPerformance ManagementQuality AssuranceSOP DevelopmentCustomer Feedback AnalysisOperational Optimization

Soft Skills

LeadershipCommunicationEmpathyStakeholder ManagementCoaching

Tools & Technologies

Five9WFM ToolsCRM SystemsSalesforceQA Platforms

Certifications & Qualifications

Five9 Certifications

Industry Keywords

Contact Center OperationsCustomer ServiceOmnichannel ExperienceRemote WorkLeanSix Sigma

About the role

Key responsibilities & impact

Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service)
Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards
Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores
Forecast demand and partner with workforce management to ensure optimal staffing across channels
Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction
Champion a customer-first culture focused on empathy, responsiveness, and resolution
Design and implement programs to achieve world-class service benchmarks
Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives
Serve as the primary Five9 subject matter expert (SME) for the contact center
Maintain Five9 functionality including IVR design and optimization, call routing strategies, campaign management, agent desktop configuration, and digital channel integrations
Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends
Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime
Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing)
Lead system enhancements, testing, and releases in partnership with IT and business stakeholders
Train and mentor supervisors and agents on Five9 tools and best practices
Analyze operational data to identify trends, inefficiencies, and opportunities for optimization
Implement process improvements to enhance productivity, quality, and customer outcomes
Support quality assurance programs, including calibration and performance feedback loops
Develop and maintain SOPs, knowledge base content, and training materials
Lead or participate in cross-functional projects and initiatives

Requirements

What you’ll need

Bachelor’s degree in Business, Communications or a related field, or equivalent work experience
5+ years of experience in contact center or customer service operations
2+ years of direct people management experience within a fully remote contact center environment
Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
Strong experience managing omnichannel support environments
Hands-on experience with Five9 platform administration and configuration
Proven track record of improving customer experience metrics (CSAT, NPS, FCR)
Strong analytical skills with the ability to interpret data and drive actionable insights
Excellent leadership, communication, and stakeholder management skills
Five9 certifications or advanced platform expertise
Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms
Background in process improvement methodologies (Lean, Six Sigma)
Experience scaling contact center operations or leading transformation initiatives
Potential for 2 overnight trips annually
Attendance at NSC Conferences requiring weekend work.

Benefits

Comp & perks

At least 20 PTO days accrued 1 st year
11 paid holidays
Flexible work arrangements
Comprehensive medical, dental, vision, and life insurance plans
Flex spending accounts for medical and dependent care
403(b) & Roth 403(b) with employer match up to 6%
Reimbursable training
Dress for your day