Customer Service Manager

Job Summary

AITX is seeking a highly motivated and customer-focused Customer Service Manager to lead and enhance the performance of our customer service team. This role serves as the central point of ownership for all customer-facing processes - from issue resolution and lease returns to onboarding, customer outreach, and contract documentation - ensuring a seamless and high-quality experience for every customer.

The ideal candidate is a collaborative leader with a strong customer service background, excellent organizational skills, and hands-on experience with CRM's like Salesforce. They will thrive in a fast-paced environment and take pride in building efficient processes and strong customer relationships.

Job Duties

Team Leadership

• Lead and support a team of five Customer Service Representatives across the U.S. and Canada.
• Set goals, track performance, and monitor the status of customer service initiatives.
• Serve as the escalation point for all customer issues originating from the Customer Service team, ensuring timely and effective resolution.

Customer Process & Systems Management

• Own the end-to-end management of core customer processes, including issue resolution, lease releases, new customer onboarding, contract documentation, and customer surveys.
• Coordinate and track customer issues across internal teams; partner with sales, operations, and finance to resolve billing and delinquency matters on behalf of customers.
• In partnership with Operations and Product Management, oversee the lease release process from initiation through completion, ensuring adherence to contract terms and customer expectations.
• Manage customer onboarding and ongoing support of the FleetAX platform.
• Oversee contract documentation for accuracy, completeness, and timing.
• Own the customer survey process - distribution, tracking, response management, and reporting - coordinating with internal teams to drive improvements in customer satisfaction.
• Serve as the primary user and internal champion of the companies CRM platform, Salesforce, identifying and driving process improvements to increase visibility and efficiency across the commercial team.
• Build and maintain strong customer relationships through professional, personable, and empathetic communication; navigate sensitive conversations with tact and serve as a trusted external point of contact for customers.

Experience and Education

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of customer service experience, including at least 2 years leading or managing a customer service team in a B2B environment.
• Demonstrated experience owning end-to-end customer processes.
• Strong written and verbal communication skills, with the ability to handle escalations professionally and influence stakeholders across all levels of an organization.
• Proven ability to partner cross-functionally with all verticals of an organization.
• Experience overseeing contract documentation and lease or subscription lifecycle processes (e.g., renewals, releases, or returns).
• Ability to track team performance, analyze customer service KPIs, and report on customer satisfaction trends to drive improvements.
• Hands-on proficiency with Salesforce or a comparable CRM platform, including reporting, dashboard creation, and process improvement.
• Proficient in Microsoft Office tools, including Outlook, OneNote, Teams, and advanced Excel (data analysis and evaluation).
• Highly self-directed, with the ability to manage competing priorities and timelines effectively.
• Highly organized and detail-oriented, with strong problem-solving and analytical skills.
• Experience in transportation, logistics, equipment leasing, or a related B2B services industry is a plus; a willingness and ability to quickly learn industry-specific nuances is essential.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, AITX will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.