Customer Service Manager

Summary

Join our team as a Customer Service Manager to lead and enhance our call center operations. You will oversee the internal call center, providing leadership, support, and strategic guidance. Manage a high-performing team supporting individuals navigating disability claims and legal services. The ideal candidate will manage remote teams across multiple locations, implement best practices, and scale operations effectively. This role requires experience in call center leadership, managing remote teams, and implementing process improvements. A Bachelor's degree is preferred, and experience in legal services or healthcare is a plus. We offer competitive compensation and benefits.

Requirements

• 4+ years of experience in a call center or customer service leadership role
• Experience managing remote teams across diverse geographic regions
• Proven success in implementing best practices and process improvements within customer service environments
• Strong communication and leadership skills with a focus on coaching and team development
• Must be U.S.-based and authorized to work in the United States

Responsibilities

• Lead, mentor, and manage a growing remote call center team
• Develop and implement operational strategies to drive efficiency, quality, and performance
• Collaborate with LMS leadership to support external client call centers through process optimization and best practice sharing
• Ensure high-quality customer experiences aligned with organizational goals and compliance standards
• Analyze performance metrics and generate reports to inform strategic decisions and coaching opportunities
• Recruit, onboard, and train new customer service representatives to support expansion efforts
• Implement secure and compliant systems and protocols for remote service delivery
• Foster a culture of accountability, empathy, and performance

Preferred Qualifications

• Bachelor's Degree in Business Administration, preferred
• Experience in legal services, healthcare, or disability-related industries is a plus
• Familiarity with CRM and call center platforms

Benefits

• Competitive compensation
• Long-term disability insurance
• Paid holidays, paid vacation, and 401k matching after 90 days of employment
• Company-provided phone and laptop
• A healthy work-life balance
• A supportive learning environment