Customer Support Operations Manager
$36,400–$104,000 year
On-site · Harker Heights, Texas, United States
Job Summary
Lead and develop the customer experience team to deliver exceptional service across all touchpoints. Oversee daily operations, coach and mentor staff, monitor performance metrics, resolve escalations professionally, and implement standards and best practices to drive customer satisfaction and retention. Ideal candidates have leadership experience in customer service, retail/sales, hospitality, or call center environments, with a proven track record of coaching teams, achieving KPIs, and fostering a positive, growth-oriented culture.
Required Qualifications
- Must be 18 years of age or older
- Experience in leadership/management of customer service teams
- Strong leadership and communication skills
- Proven ability to coach, mentor, and develop staff
- Experience monitoring performance metrics and implementing quality improvements
- Ability to handle escalated customer concerns professionally
- Experience in establishing service standards and best practices
- Ability to collaborate with leadership on growth and retention initiatives
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