Customer service Manager

We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations. Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values 3+ years of professional experience in customer service roles 2+ years of supervisory or management experience leading customer service teams Proven expertise in customer service operations and best practices Strong interpersonal and communication skills, with the ability to connect with diverse customer bases and team members Excellent problem-solving and conflict resolution abilities Proficiency with customer relationship management (CRM) software and related customer service tools Demonstrated ability to analyze data and use insights to drive performance improvements Strong organizational and time management skills with the ability to prioritize multiple tasks Experience training and developing customer service staff Knowledge of multi-channel customer support (phone, email, chat, social media) Preferred: Experience with quality assurance programs and process improvement initiatives Preferred: Customer service certification or relevant professional training Kanz is an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds, particularly those from underrepresented groups in technology.