Head of Client Support Services

Service Manager | Monsey, NY • $75,000-$100,000
About the Role
This role owns the service department end to end - from vendor and technician oversight to the systems that keep cases moving. The Service Manager is the driving force behind faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership seat for someone who wants to turn a reactive department into a proactive, well-run operation.
Key Responsibilities
Customer Service & Case Resolution

Ensure fast response and resolution times
Improve communication with customers and drive consistency
Reduce unresolved and aging cases, and cut delays and turnaround times
Vendor Management
Hold vendors accountable to service processes
Track vendor performance and reimbursement
Identify trends and delays, and drive improvement in weak areas
Process, Systems & Reporting
Build efficient, scalable service processes
Improve tracking for parts, vendors, technicians, and warranties
Help automate service workflows and customer updates
Monitor department KPIs and dashboards, including response times, open cases, vendor delays, and resolution timelines
Team Leadership
Train and support service coordinators
Create accountability and consistency across the department
Build a strong service culture focused on urgency and communication
Qualifications
Proven ability to lead people and manage teams and workloads
Highly organized, detail-oriented, and process-driven
Calm under pressure with strong problem-solving skills
Excellent communicator who can handle escalations professionally
Customer-focused while holding vendors and teams accountable
Strong sense of urgency, ownership, and follow-through

Interested? Send your resume to: View email address on click.appcast.io