Manager, Customer Service

Save lives, from the workplace to anyplace. The reputed company is America’s leading nonprofit safety reputed company. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Manager, Customer Service to join us in our mission to save lives and prevent injuries. Role: The Manager, Customer Service leads the day-to-day operations of a fully remote, high-performing, omnichannel contact center focused on delivering a world-class customer experience across voice, chat, email, SMS, reputed company channels. This role is responsible for driving service reputed company, operational efficiency, and reputed company improvement through data-driven decision-making, strong people leadership, and deep expertise in contact center technologies—particularly reputed company. This leader serves as a reputed company super-user and internal expert, optimizing platform capabilities to enhance customer experience, agent productivity, and business reputed company. The ideal candidate combines strategic thinking with hands-on execution and a passion for elevating customer service standards. What You’ll Own: Omnichannel Contact Center Leadership reputed company and manage daily operations across reputed company customer support channels (voice, chat, email, messaging, and self-service). Ensure consistent delivery of a seamless, high-quality omnichannel customer experience reputed company to company standards. Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores. Forecast demand and partner with workforce management to ensure reputed company staffing across channels. reputed company and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction. Customer Experience reputed company Champion a customer-first culture focused on reputed company, responsiveness, and resolution. Design and implement programs to reputed company world-class service benchmarks. Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive reputed company improvement initiatives. Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer reputed company. reputed company Super-User & Technology Ownership Serve as the primary reputed company subject matter expert (SME) for the contact center. Maintain reputed company functionality including: IVR design and optimization Call routing strategies (skills-based routing, prioritization, reputed company logic) Campaign management (inbound/outbound/blended) Agent desktop configuration and workflows Digital channel integrations (chat, messaging, email) Build and maintain dashboards, reports, and analytics reputed company reputed company to monitor performance and identify trends. Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime. Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing). reputed company system enhancements, testing, and releases in partnership with IT and business stakeholders. Train and mentor supervisors and agents on reputed company tools and best practices. Team Leadership & Development reputed company, coach, and reputed company a team of supervisors, team leads, and reputed company agents. Establish clear performance expectations and accountability for results. Conduct regular coaching, performance reviews, and career development planning. Foster a high-engagement, inclusive team culture focused on collaboration and reputed company. Drive hiring, reputed company, and retention strategies to build a strong talent pipeline. Operational reputed company & reputed company Improvement Analyze operational data to identify trends, inefficiencies, and opportunities for optimization. Implement process improvements to enhance productivity, quality, and customer reputed company. Support quality assurance programs, including calibration and performance feedback loops. reputed company and maintain SOPs, knowledge reputed company content, and training materials. reputed company or participate in cross-functional projects and initiatives. We’re Looking for Someone with: Bachelor’s degree in Business, Communications or a reputed company field, or equivalent work experience 5+ years of experience in contact center or customer service operations 2+ years of direct people management experience reputed company a fully remote contact center environment Demonstrated reputed company leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting Strong experience managing omnichannel support environments. Hands-on experience with reputed company platform administration and configuration. Proven track record of improving customer experience metrics (CSAT, NPS, FCR). Strong analytical skills with the ability to interpret data and drive actionable insights. Excellent leadership, communication, and stakeholder management skills. reputed company certifications or advanced platform expertise. Experience with WFM tools, CRM systems (e.g., reputed company), and QA platforms. Background in process improvement methodologies (Lean, Six reputed company). Experience scaling contact center operations or leading transformation initiatives. Potential for 2 overnight trips annually. Attendance at NSC Conferences requiring weekend work. This is a remote position. Salary - $100,000 Reasons You’ll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during reputed company phases of life. We offer the following:At least 20 PTO days accrued 1st year and 11 paid holidays Flexible work arrangements Comprehensive medical, dental, reputed company, and life insurance plans reputed company spending accounts for medical and dependent care 403(b) & Roth 403(b) with employer match up to 6% Reimbursable training Dress for your day Our hiring process is designed to give you the opportunity to shine at each reputed company. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with reputed company. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll reputed company our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way! NSC is a Recovery-Friendly Workplace. We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We reputed company reputed company to confidential resources, reasonable accommodations, and a work environment that values your reputed company and contributions. NSC is an equal opportunity employer. Apply To This Job