Customer Service Manager

 The Opportunity

At CeriFi, delivering an exceptional customer experience is at the heart of everything we do. We're looking for a Customer Service Manager who is passionate about developing people, improving processes, and creating outstanding experiences for our customers.

Reporting to the Director of Customer Experience, you'll lead a high-performing customer service team responsible for supporting learners and clients across CeriFi's growing portfolio of brands. You'll balance day-to-day operational leadership with continuous improvement initiatives—using data, customer feedback, and cross-functional collaboration to elevate both the customer experience and team performance.

If you're energized by coaching others, solving complex problems, and building scalable service operations, we'd love to meet you.

What You'll Own

Team Leadership & Development

• Lead, coach, and inspire a team of Customer Service Representatives, fostering a culture of accountability, collaboration, and exceptional service.
• Set clear performance expectations and provide ongoing coaching, feedback, and professional development opportunities.
• Conduct regular performance reviews and create development plans that help team members grow in their careers.
• Promote a positive, customer-first culture that celebrates continuous learning and operational excellence.

Customer Experience & Service Operations

• Oversee the daily operation of the customer service team, ensuring timely, accurate, and high-quality support across phone, email, and case management channels.
• Monitor team workload, staffing needs, and service levels to consistently meet response time, quality, and customer satisfaction goals.
• Manage escalated customer concerns with empathy, professionalism, and a focus on delivering positive outcomes.
• Ensure customer interactions consistently reflect CeriFi's commitment to exceptional service.

Operational Excellence & Analytics

• Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and team productivity.
• Analyze operational data and customer feedback to identify trends, uncover opportunities, and recommend improvements.
• Provide regular reporting and business insights to leadership on service performance and operational health.
• Forecast customer demand and adjust staffing plans to support changing business needs.

Process Improvement & Innovation

• Lead initiatives that improve operational efficiency, streamline workflows, and enhance the customer experience.
• Evaluate customer service tools, technologies, and processes, making recommendations that support scalability and continuous improvement.
• Develop, maintain, and refine customer service policies, procedures, and best practices to ensure consistency across the organization.

Cross-Functional Partnership

• Collaborate closely with teams across Accounting, Product, Marketing, Sales, IT, and Client Experience to resolve customer issues and improve end-to-end processes.
• Serve as a voice of the customer by sharing insights and identifying opportunities to improve products, services, and internal operations.
• Champion collaboration across departments to create a seamless customer journey.

 What You'll Bring

We're looking for a leader who combines operational excellence with a genuine passion for developing people and delivering exceptional customer experiences.

You'll likely bring:

• Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
• 5+ years of customer service experience, including at least 2 years leading or supervising customer service teams
• Proven success improving service delivery, customer satisfaction, and operational performance
• Experience using CRM platforms, customer service software, and reporting tools to drive business decisions
• Strong analytical and problem-solving skills with the ability to make data-driven recommendations
• Excellent communication, coaching, and relationship-building skills
• Ability to thrive in a fast-paced environment while balancing multiple priorities
• A continuous improvement mindset with a passion for creating exceptional customer experiences