Customer Service Manager

Location: Brooklyn, NY
Schedule: Full-time, in-office

Position Overview

We are seeking a hands-on Customer Service Manager to oversee customer service operations across multiple channels, including call center, showroom, and in-person interactions.

The ideal candidate is an experienced leader with a strong sense of urgency, excellent communication skills, and a proven ability to train, develop, and manage teams. This person should be comfortable handling complex customer issues that require coordination across departments, sound judgment, and consistent follow-through.

The successful candidate will improve service quality, strengthen team accountability, and ensure customers receive timely, professional, and consistent support.

Key Responsibilities

• Oversee customer service operations across call center, showroom, and in-person channels.

• Train, coach, and develop employees through structured onboarding, ongoing guidance, and regular performance reviews.

• Establish clear expectations for service quality, productivity, communication, accountability, and follow-through.

• Ensure customer concerns are prioritized and resolved promptly.

• Handle escalated complaints and complex cases, taking ownership through resolution.

• Coach employees on communication, problem-solving, and managing customer expectations.

• Monitor call quality, response times, open cases, customer satisfaction, and other performance metrics.

• Manage in-office and hybrid teams, including staffing, scheduling, workload distribution, and employee performance.

• Coordinate with sales, operations, logistics, delivery, installation, and vendors to resolve customer issues.

• Analyze customer feedback, complaints, and recurring problems to identify trends and areas for improvement.

• Prepare regular reports for executive leadership on service performance, recurring issues, root causes, and recommended solutions.

• Track improvement initiatives and measure results.

• Collaborate with department leaders to improve workflows, communication, escalation procedures, and the overall customer experience.

• Develop and improve training materials, service procedures, and internal processes to increase efficiency and reduce recurring issues.

Qualifications

• Proven experience managing customer service teams across multiple channels, including call center, showroom, or in-person support.

• Experience in an operationally complex industry involving order management, logistics, delivery, installation, or comparable service challenges.

• Demonstrated success training, coaching, and developing employees.

• Excellent verbal and written communication skills.

• Strong sense of urgency and ability to manage competing priorities.

• Experience managing in-office and hybrid teams while maintaining consistent performance standards.

• Strong analytical and reporting skills, including the ability to identify trends and present recommendations to senior leadership.

• Familiarity with CRM systems, customer service platforms, call center technology, and performance reporting tools.

• Experience in a related industry is a plus.

• Must be able to work full-time in the Brooklyn office.