About the Opportunity

We are seeking an experienced Customer Service Manager to lead a high-performing customer service organization within a rapidly growing financial services company committed to delivering exceptional client experiences. This leadership role is responsible for developing customer service strategies, optimizing operational performance, and fostering a customer-centric culture that strengthens client satisfaction, loyalty, and long-term business growth.

As the Customer Service Manager, you will oversee daily customer support operations, lead and develop service professionals, implement process improvements, and ensure service excellence across multiple communication channels. You will collaborate closely with Operations, Sales, Product Management, Information Technology, Compliance, Quality Assurance, Human Resources, and Executive Leadership to enhance customer engagement while maintaining operational efficiency and regulatory compliance.

The ideal candidate is a strategic leader with extensive experience managing customer service operations in a fast-paced, service-driven environment. Success in this role requires exceptional leadership, communication, analytical, and problem-solving skills, along with the ability to leverage customer insights and performance metrics to drive continuous improvement.

This position offers the opportunity to influence customer experience strategy while leading initiatives that directly contribute to organizational success and customer retention.

Essential Duties and Responsibilities

• Lead daily customer service operations to ensure exceptional service delivery and operational efficiency.
• Develop and execute customer service strategies that align with organizational goals and customer experience initiatives.
• Recruit, coach, mentor, and develop high-performing customer service supervisors and representatives.
• Establish and monitor key performance indicators (KPIs) including customer satisfaction, response times, first-contact resolution, quality scores, and service levels.
• Analyze customer feedback, operational data, and performance metrics to identify trends and improvement opportunities.
• Implement continuous improvement initiatives that enhance customer satisfaction and operational productivity.
• Collaborate with Product, Operations, and Information Technology teams to improve customer-facing processes and digital service capabilities.
• Oversee customer escalation management while ensuring timely and effective issue resolution.
• Develop workforce planning strategies, staffing models, scheduling, and resource allocation to support service demand.
• Ensure compliance with company policies, industry regulations, and customer service standards.
• Partner with Quality Assurance teams to maintain service excellence through coaching, evaluations, and quality monitoring.
• Prepare executive reports, operational dashboards, and strategic recommendations for senior leadership.
• Manage departmental budgets, performance objectives, and operational planning initiatives.
• Support implementation of customer relationship management (CRM) technologies and service automation solutions.
• Promote a culture focused on collaboration, accountability, innovation, and customer advocacy.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Management, Communications, Marketing, or a related field.
• Master’s degree preferred.
• 6+ years of progressive experience in customer service, customer operations, contact center management, or client support leadership.
• Minimum 3 years of leadership experience managing customer service teams.
• Experience within financial services, banking, insurance, fintech, or other highly regulated service industries preferred.
• Strong knowledge of customer relationship management (CRM) platforms such as Salesforce, Zendesk, or Microsoft Dynamics.
• Experience with workforce management, quality assurance, performance analytics, and customer experience strategies.
• Proven ability to improve customer satisfaction, operational efficiency, and employee engagement.
• Strong financial and operational management capabilities.
• Excellent communication, presentation, coaching, and conflict resolution skills.
• Advanced proficiency with Microsoft Office Suite and customer service reporting tools.

Personal Capabilities and Qualifications

• Inspirational leadership with a customer-first mindset.
• Strong strategic planning and decision-making abilities.
• Exceptional interpersonal and relationship-building skills.
• Outstanding communication and active listening capabilities.
• Analytical thinker with strong problem-solving skills.
• Ability to lead change and drive continuous improvement.
• Excellent organizational and time management abilities.
• High emotional intelligence and conflict resolution skills.
• Professional integrity, accountability, and resilience.
• Commitment to developing high-performing teams and delivering service excellence.

Strategic Support

The Customer Service Manager serves as a strategic business partner responsible for strengthening customer relationships, improving service delivery, and supporting long-term organizational growth through exceptional customer experiences. This role collaborates with Executive Leadership, Operations, Product Management, Compliance, Information Technology, Sales, and Human Resources to develop customer-focused strategies that improve retention, operational efficiency, and overall business performance.

By leveraging customer insights, operational analytics, workforce optimization, and continuous improvement initiatives, this position directly contributes to customer loyalty, brand reputation, and sustainable organizational success.

Working Conditions

• Hybrid work environment based in Charlotte, North Carolina.
• Standard Monday through Friday business schedule with flexibility to support business operations when needed.
• Collaborative office environment with regular interaction across multiple departments.
• Frequent virtual and in-person leadership meetings.
• Fast-paced customer operations environment supporting multiple service channels.
• Company-provided technology and collaboration resources.

Job Function

The Customer Service Manager is responsible for leading customer service operations, developing service strategies, managing team performance, optimizing customer support processes, and ensuring exceptional client experiences across all customer interactions. This role supports organizational growth by improving operational efficiency, strengthening customer relationships, and fostering a culture of service excellence.

Compensation & Benefits

Compensation Package: $170,000 – $240,000 annually, based on experience, leadership capabilities, industry expertise, and overall qualifications.

Our comprehensive benefits package includes:

• Annual performance bonus
• Long-term incentive opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Flexible paid time off and company holidays
• Paid parental and family leave
• Tuition reimbursement and leadership development programs
• Professional certifications and continuing education support
• Employee wellness and mental health resources
• Life, AD&D, and long-term disability insurance
• Employee Assistance Program (EAP)
• Employee recognition and rewards programs
• Hybrid work flexibility
• Career advancement opportunities within a nationally recognized financial services organization

Why Join Us

Joining our organization means becoming part of a company that believes exceptional customer experiences are the foundation of long-term success. We invest in innovative technology, employee development, and operational excellence to create an environment where leaders can make a meaningful impact.

As a Customer Service Manager, you will have the opportunity to shape customer experience strategies, lead talented professionals, and drive initiatives that enhance customer satisfaction while contributing to the continued growth of a forward-thinking financial services organization. If you are passionate about leadership, operational excellence, and delivering outstanding service, we invite you to join our team.