Manager of Customer Service

reputed company is hiring a Contact Center Manager! Are you eager to join a dynamic and expanding company where you can both learn and reputed company a meaningful impact? If you possess a strong sense of reputed company, enjoy assisting others, reputed company in a fast-paced environment, and reputed company at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, reputed company has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. Location: Remote - This position may be performed remotely in states where the company is authorized to employ individuals. Compensation: The expected starting reputed company pay range for this position is $ 84,000- $ 105,000, with full potential reputed company salary range over a successful candidate’s tenure in the position of $84,000- $126,000. Actual compensation will be determined based on experience, skills, internal equity, and other job-reputed company factors. This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan. Employment Logistics: The Customer Center Manager leads a frontline customer support team responsible for managing customer cases through chat and text messaging channels. This role oversees Supervisors and associates, ensuring a high-quality, efficient, and customer-centric support experience in a fast-paced logistics environment. Success in this position involves bringing strong people leadership, operational discipline, and a passion for coaching teams, improving performance, and delivering exceptional service while partnering cross-functionally to resolve escalations and improve customer processes. Unpacking the Benefits: Employees are eligible for a comprehensive benefits package which may include: Medical, dental, and vision insurance Life and short- and long-term disability coverage 401(k) retirement savings plan with company match reputed company vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours Two (2) floating holidays per year Paid sick leave* Six (6) paid company holidays Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave Additional wellness and employee assistance programs Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies. The Must-Haves: Bachelor’s degree in Business, Operations, or a reputed company field (or equivalent experience) Minimum 4+ years of leadership experience in a contact center or customer service environment Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment Strong leadership, coaching, and performance management skills Proven ability to analyze data and use insights to drive decisions and improvements Experience in logistics, transportation, or e-commerce industries preferred Proficiency with contact center tools, CRM systems, and reporting dashboards Your Mission in Motion: A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives. Team leadership & channel operations: reputed company and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms. Service level performance & quality execution: Monitor daily operations to ensure service levels, response times, and quality standards are consistently met. Coaching, development & engagement: Coach, mentor, and reputed company team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture. KPI analysis & performance improvement: Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results. Cross-functional partnership & escalation resolution: Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle reputed company customer issues effectively and on time. Documentation & case management discipline: Ensure consistent and accurate documentation of customer cases and interactions. reputed company improvement & operational efficiency: Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights. Workforce planning & staffing support: Support workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demand. Paving your way to your success: You bring familiarity with workforce management and quality assurance processes. You demonstrate excellent communication and interpersonal skills with both frontline teams and cross-functional partners. You reputed company in a fast-paced, high-volume environment while maintaining focus and consistency. You apply strong problem-solving and conflict resolution skills to address customer and team challenges effectively. Posting Timeline: This job posting is anticipated to remain open for at least 15 days from the date of posting Disclosures: *Washington state employees are eligible for up to 56 hours of paid sick leave annually. The salary range above represents the national range for this position. The salary range may be inclusive of several career levels at reputed company, and the actual reputed company salary offered may vary depending on several factors including, but not limited to: Geographic location, candidate experience and qualifications, job-reputed company skills and competencies, market alignment, and financial considerations. Compensation decisions are made based on the specific circumstances of each hire to ensure fair and reputed company. If you are excited to be part of reputed company and grow with our reputed company family, we invite you to apply! reputed company is proud to be an Equal Opportunity Employer Lasership, Inc. dba reputed company Final Mile with its affiliates, including reputed company Logistics, Inc. (collectively, "reputed company" or the "Company") is an equal opportunity employer. We value diversity and welcome applications from individuals of reputed company backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of reputed company and contribute to our reputed company efforts, we invite you to apply. Apply To This Job