Boca Raton, FL
Customer Service Manager
About the Role
We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service Department. This position is responsible for managing a team of customer service professionals who support customers throughout the service lifecycle, ensuring timely communication, issue resolution, and an exceptional customer experience.
The ideal candidate is a strong leader who thrives in a fast-paced environment, excels at coaching and developing employees, effectively manages escalated customer concerns, and drives departmental performance through accountability and continuous improvement.
Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives
- Oversee daily operations of the Customer Service Department to ensure exceptional customer support
- Monitor department performance and key metrics, including customer satisfaction, response times, resolution times, quality assurance scores, and online reputation
- Handle complex customer escalations with professionalism and urgency
- Collaborate with multiple departments to ensure seamless communication and efficient issue resolution
- Ensure customer accounts and interactions are accurately documented within the company's CRM
- Review calls, emails, and customer interactions to maintain quality and compliance standards
- Develop and implement training programs, coaching initiatives, and performance improvement plans
- Conduct interviews, onboarding, performance evaluations, disciplinary actions, and employee development
- Analyze customer feedback and complaint trends to identify opportunities for operational improvements
- Ensure compliance with company policies, industry regulations, and customer service best practices
- Foster a positive, accountable, and customer-focused culture within the department
Qualifications
Required
- Minimum 3 years of management experience in customer service, call center operations, logistics, transportation, or a related industry
- Proven experience leading high-performing customer service teams
- Strong leadership, coaching, and employee development skills
- Excellent conflict resolution and problem-solving abilities
- Outstanding written and verbal communication skills
- Experience handling escalated customer situations in a professional manner
- Strong organizational, analytical, and time management skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- Experience using CRM software, Microsoft Office, and Google Workspace
- Ability to interpret reports, identify trends, and make data-driven decisions
Preferred
- Experience in the moving, transportation, logistics, or home services industry
- Knowledge of FMCSA regulations or similar transportation compliance standards
- Bilingual (English/Spanish) is a plus
- Experience managing customer satisfaction programs, online reputation, or quality assurance initiatives
Why Join Us?
We're looking for a leader who is passionate about delivering outstanding customer experiences while building and developing a high-performing team. If you enjoy solving problems, improving processes, and making a measurable impact on both customers and employees, we'd like to hear from you.
Apply for This Position
Submit your application and our team will be in touch within one business day.
Life at Safe Ship
More Than a Job
We invest in our people beyond the paycheck. Here is what working at Safe Ship looks like day to day.
Health Insurance
Access to three levels of health plans tailored to different needs. Safe Ship covers 60% of the premium for whichever plan you choose.
On-Site Personal Trainer
The company invests $52,000 annually in a dedicated personal trainer available at the office five days a week to support your specific health and fitness goals.
Morning Workouts
Leadership and team members frequently start the day with morning runs and workouts together as early as 6:45 AM, including participation in challenges like "75 Hard" to build discipline and camaraderie.
Structured Training
Regular access to focused training sessions on sales methodology, tonality, and objection handling. Specific techniques like "Sticker Shock With Drop Close" are taught and drilled to sharpen your edge.
Mentorship & Growth
Clear paths to earn your way into leadership through grit and results. The culture rewards those who take ownership, with growth built on performance and accountability.
Team Building
Regular company events focused on fellowship: food trucks and picnics, bouncy houses, paintball outings, and water park days. Work hard, celebrate harder.