Customer Service Manager

Job Description

Customer Service Manager

Miami, FL | On-site

Full-Time | Confidential Search

We are partnering with a well-established, industry-leading organization to identify a Customer Service Manager to lead and elevate a high-performing customer support operation. This is a confidential opportunity with a large, fast-paced manufacturing company offering strong stability and growth potential.

This role is ideal for a hands-on leader who thrives in a call center environment, enjoys developing teams, and is passionate about driving operational excellence and customer satisfaction.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Service Representatives and Call Center Agents
• Oversee daily operations to ensure timely and accurate processing of customer requests, orders, and inquiries
• Monitor and drive performance against key KPIs (service levels, response times, order accuracy, customer satisfaction, etc.)
• Identify and implement process improvements to enhance efficiency and service quality
• Partner cross-functionally with internal teams including operations, logistics, and sales
• Manage hiring, onboarding, and ongoing training of team members
• Handle escalated customer issues with professionalism and urgency

What We’re Looking For:

• Proven experience managing teams in a call center or high-volume customer service environment
• Strong leadership and team development skills
• Experience working within manufacturing, distribution, or related industries is a plus
• Data-driven mindset with the ability to track, analyze, and improve KPIs
• Excellent communication and problem-solving abilities
• Ability to thrive in a fast-paced, results-oriented environment

Why This Opportunity:

• Join a stable and growing organization with strong market presence
• Opportunity to make a direct impact on operations and customer experience
• Collaborative leadership team and supportive culture
• Clear path for growth and advancement

If you’re interested in learning more, feel free to apply directly or message me for a confidential conversation.