Customer Service Manager

Description:

Position: Customer Service Manager

About ACE Scholarships

ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K12 private schools through partial scholarship support. Over the past 25+ years, ACE has delivered more than 140,000 scholarships worth over $390 million. This school year, ACE is serving approximately 16,000+ children in Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of national funding partners. ACE is actively preparing for the Federal School Choice Tax Credit Program which comes into effect January 2027. For more information visit the ACE website at

Our Mission

Our mission is to advance K12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice.

Our Values:

ACE Founding Principles: Our founding principles are the foundation of ACE and our North Star. We honor ACEs founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support.

Accountability: We embrace personal responsibility by taking ownership of our work and focusing on results. We expect both to give and to receive honest feedback.

Innovation: We know ideas matter. We prefer the risks and rewards that come with creativity to the certainty that attends stagnation.

Adaptability: We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful.

Optimism: We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt.

Kindness: We value everyone on our team, respect differences, and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others.

Our Founding Principles:

• The American public education system is flawed
• Free enterprise and democracy work
• Parents know the best education environment for their kids
• Private schools offer great value and have open seats
• All people are created equal and deserve an equal chance to pursue the American Dream

Position Overview

The Customer Service Manager is responsible for leading ACE Scholarships Customer Service team, ensuring the consistent delivery of high-quality support across phone, email, and chat channels. This role oversees Customer Service Representatives and Senior Customer Service Representatives, managing day-to-day operations, staffing, performance, and customer experience outcomes in a high-volume call center environment.

The Customer Service Manager owns team performance, service quality, and escalation management, ensuring customer cases are handled accurately, efficiently, and in compliance with program requirements. This role partners closely with Business Support, Program, and Business Technology teams to ensure Customer Service Representatives are equipped with the tools, training, and processes necessary to support families, schools, and donors.

This is a highly operational leadership role with direct accountability for team execution, workforce planning, and service delivery performance.

Primary Job Responsibilities

Team Leadership & Performance Management

• Lead, manage, and develop a growing team of Customer Service Representatives and Senior Customer Service Representatives.
• Conduct performance management including coaching, feedback, corrective action, and formal evaluations.
• Foster a high-performance, customer-focused team culture aligned with ACEs mission and values.

Staffing, Scheduling & Workforce Planning

• Develop and manage team schedules to ensure adequate coverage across service channels and business hours, including day and swing shifts.
• Monitor staffing needs and partner with the Vice President of Operations and Human Resources to support workforce planning and hiring forecasts.
• Lead hiring and onboarding of Customer Service Representatives and Senior Customer Service Representatives.

Customer Service Operations & Case Escalation Ownership

• Oversee daily customer service operations across phone, email, and chat channels using ServiceNow and EmpowerEd by ACE Scholarships.
• Ensure Customer Service Representatives maintain ownership of cases through resolution while providing oversight for complex or escalated situations.
• Own all formal escalations, including customer ownership transfer when required, and ensure timely and appropriate resolution.

Performance Metrics & Quality Management

• Own team performance metrics, including service level agreements (SLAs), response times, case resolution rates, productivity, and quality scores.
• Monitor performance trends and implement corrective actions or improvements as needed.
• Partner with Business Support to leverage quality assurance insights and training improvements.

Application Processing Oversight

• Ensure team members accurately support, verify, and process scholarship applications, including manual review when required.
• Oversee compliance with program rules, documentation standards, and eligibility requirements across all programs, including tax credit programs requiring full manual review.

Cross-Functional Collaboration

• Partner closely with Business Support to implement training, knowledge base updates, and process improvements.
• Collaborate with Program, Compliance, and Business Technology teams to support program changes, system enhancements, and operational readiness.
• Provide feedback on recurring operational issues, system gaps, and process improvement opportunities.

Knowledge, Skills, and Abilities

• Strong experience leading teams in a high-volume customer service or call center environment.
• Demonstrated ability to manage performance, coach employees, and drive accountability.
• Strong organizational and workforce planning skills.
• Ability to manage complex customer issues and escalation scenarios.
• Strong communication and collaboration skills across multiple teams.
• Alignment with ACEs mission, values, and founding principles.

Requirements

• Bachelors degree or equivalent professional experience.
• Five or more years of experience in customer service, operations, or call center environments.
• Prior people management experience required.
• Experience managing performance metrics, staffing, and scheduling.
• Experience working in nonprofit, education, or regulated environments preferred.
• Experience with systems such as ServiceNow, customer support platforms, and Microsoft 365 preferred.

Location, Travel, and Reporting

• Full-time, in-office position based in Denver.
• Responsible for staffing and coverage across service hours, including peak business periods.
• Reports directly to the Vice President of Operations.

FLSA Status

Full-time, Exempt

Compensation

Annual salary range: $88,000 $115,000 , based on experience and alignment with internal pay bands.

In addition, this role is eligible for ACEs comprehensive benefits package, which includes but is not limited to:

• Medical Insurance (with generous employer contribution)
• Dental Insurance (with generous employer contribution)
• Vision Insurance
• Voluntary Life Insurance
• HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
• Employee Assistance Program (EAP)
• Free, Employer-paid Short-term, Long-term, and AD&D insurance
• 401(k) with 6% employer match with immediate vesting
• Monthly cellphone stipend
• Scholarships for employees children actively enrolled in a K12 private school ($3,500 per child, up to $10,500 per year)
• On-site amenities at Colorado home office: Employer-paid parking , Gym, caf, and building security, In-office coffee, snack bar, and walking treadmill.

Compensation details: 88000-115000 Yearly Salary

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