[Hiring] Customer Service Manager @RYZE

Role Description

We’re looking for an experienced, people-focused Customer Service Manager to lead and continuously improve RYZE’s global customer experience. In this role, you’ll oversee day-to-day contact center operations, develop high-performing teams, and use data and customer insights to improve service quality, efficiency, and consistency.

You’ll work closely with internal teams and external partners to address customer pain points, strengthen operational processes, and ensure every interaction reflects RYZE’s commitment to empathy, quality, and care. The ideal candidate is a confident people leader who can balance coaching, performance management, and strategic problem-solving in a fast-paced, evolving environment.

• Leadership & Team Development
  • Set clear goals and expectations while coaching team members to strengthen performance, engagement, accountability, and professional growth.
  • Conduct regular one-on-one meetings, performance reviews, and development conversations with direct reports.
  • Build a collaborative, supportive, and high-performing team culture.
  • Support underperforming team members through clear expectations, structured improvement plans, consistent follow-up, and documented progress.
  • Guide the team through escalations and complex customer situations, ensuring resolutions are timely, thoughtful, and aligned with company policies.
  • Communicate departmental priorities, performance expectations, operational changes, and company updates clearly and consistently.
  • Partner with Team Leads and other customer service leaders to maintain alignment and ensure important information reaches frontline agents.
• Operational Excellence
  • Oversee daily operations across RYZE’s global contact center environment, ensuring consistent service delivery across all customer support channels.
  • Monitor adherence to service-level agreements, quality standards, schedules, workflows, and established procedures.
  • Evaluate staffing needs and coverage plans to support business demand, including seasonal and peak-volume periods.
  • Identify operational gaps, customer pain points, and opportunities to improve workflows, policies, and the overall customer experience.
  • Lead customer service projects from planning through implementation, ensuring clear ownership, communication, and follow-through.
  • Manage escalated customer concerns and support the resolution of sensitive, high-impact, or complex cases.
• Performance Management & Analytics
  • Track and analyze key performance indicators, including response time, resolution time, productivity, quality, CSAT, and NPS.
  • Use performance data and customer insights to identify trends, improve workflows, and guide coaching priorities.
  • Establish action plans when performance falls below expectations and monitor progress toward measurable improvement.
  • Prepare and present performance updates, operational insights, risks, and recommendations to senior leadership.
  • Ensure performance decisions are consistent, well documented, and supported by relevant data.
• Training & Continuous Improvement
  • Partner with Training, Quality, and Operations teams to support onboarding, ongoing education, and employee development.
  • Implement and maintain effective practices for coaching, quality assurance, performance management, and knowledge sharing.
  • Collaborate cross-functionally to address recurring customer issues and improve policies, tools, and internal processes.
  • Support the rollout and adoption of new systems, workflows, and customer service initiatives.
  • Stay informed about customer service trends, emerging technologies, and operational practices that could improve efficiency or service quality.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• At least five years of customer service leadership experience, preferably within a contact center, outsourced, or multi-location environment.
• Demonstrated success leading customer service teams and managing day-to-day operations in a high-volume environment.
• Strong experience with performance management, coaching, employee development, and team engagement.
• Proven ability to lead projects, optimize processes, and improve workflow efficiency.
• Strong analytical skills and experience using performance data and customer insights to guide decisions.
• Excellent written and verbal communication skills, including the ability to present recommendations clearly to leadership.
• Strong organizational skills with the ability to manage competing priorities and follow projects through completion.
• A resourceful, adaptable leadership style suited to a fast-paced and evolving organization.
• Experience working cross-functionally and managing relationships with internal stakeholders and external partners.
• Proficiency with customer service platforms, workforce tools, and CRM systems such as Zendesk, Gorgias, or similar platforms.

Benefits

• Performance bonus eligibility
• Equity opportunity as the company scales
• Benefits: health, dental, vision, 401(k) with match, flexible PTO
• A fully remote work environment and the opportunity to build and shape RYZE’s in-house customer service operation
• Opportunity to work directly alongside the CEO in building a generational company