Customer Service Manager

Customer Operations Supervisor

Location: Bucks County, PA (Hybrid)

Compensation: $55,000+ Bonus Opportunity

Employment Type: Direct Hire

About the Opportunity

Join a well-established organization that is recognized for delivering exceptional products and customer experiences. This is an exciting opportunity for an experienced customer service leader to oversee daily customer operations, develop team members, and help drive service excellence during a busy and critical period of growth.

Position Overview

The Customer Operations Supervisor will lead a team of customer service professionals and oversee daily customer support operations. This individual will be responsible for coaching and developing employees, monitoring performance metrics, improving processes, and ensuring a positive customer experience across multiple communication channels.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, enjoys mentoring teams, and is passionate about delivering outstanding customer service.

Key Responsibilities

• Lead, coach, and develop a customer service team to achieve operational and service goals.
• Oversee daily customer interactions and ensure timely resolution of inquiries and concerns.
• Monitor team performance through key metrics and quality standards.
• Partner with internal departments to support customer-focused initiatives and process improvements.
• Assist with employee training, workforce planning, and performance management.
• Analyze operational data and prepare reports for leadership.
• Handle escalated customer issues and ensure satisfactory resolutions.
• Maintain and improve customer service processes, procedures, and best practices.
• Foster a collaborative team environment that promotes accountability, engagement, and continuous improvement.

Qualifications

• 57+ years of customer service supervisory or management experience.
• Proven leadership experience in a customer-focused environment.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to coach, mentor, and motivate employees.
• Experience managing multiple priorities in a fast-paced setting.
• Strong proficiency with Microsoft Office, including Excel.
• Bachelor's degree preferred.

Preferred Qualifications

• Experience with CRM, customer service, or call center technologies.
• Exposure to customer operations, contact center, or service management environments.
• Experience working in a metrics-driven environment.

Schedule

• Hybrid work arrangement following an initial onsite training period.
• Three days onsite and two days remote each week.
• Flexibility to support business needs during peak periods.

Why Join?

• Opportunity to lead an established customer service team.
• Hybrid work schedule.
• Bonus eligibility.
• Collaborative and supportive work environment.
• Long-term career growth potential with a stable and respected organization.