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Wolters Kluwer

Customer Service Manager

Wolters Kluwer

. Manage a customer service team, ensuring adherence to service standards .

Posted 5/16/2026full-timeMadison • Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $76,200 - $133,650 per yearWebsite

About the role

Key responsibilities & impact
  • Manage a customer service team, ensuring adherence to service standards
  • Develop and implement strategic initiatives to improve service delivery
  • Oversee day-to-day team operations, resolving escalated issues as needed
  • Monitor team performance and establish clear performance goals
  • Conduct performance reviews and provide ongoing coaching and feedback
  • Facilitate training and development programs for team members
  • Optimize workflows to improve team efficiency and productivity
  • Collaborate cross-functionally to streamline processes and improve outcomes
  • Analyze customer feedback and drive continuous improvement initiatives
  • Prepare and present performance and operational reporting

Requirements

What you’ll need
  • Strong strategic planning and execution capabilities
  • Advanced communication skills across multiple channels
  • Analytical mindset with the ability to identify trends and insights
  • Proven leadership and team development experience
  • Proficiency with CRM systems and customer service technologies
  • Experience managing performance metrics and KPIs
  • Strong project management and organizational skills
  • Ability to translate customer insights into actionable improvements

Benefits

Comp & perks
  • Medical, Dental, & Vision Plans
  • 401(k)
  • FSA/HSA
  • Commuter Benefits
  • Tuition Assistance Plan
  • Vacation and Sick Time
  • Paid Parental Leave

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
strategic planningperformance metricsKPI managementproject managementcustomer insights analysis
Soft Skills
leadershipteam developmentcommunicationanalytical mindsetorganizational skills