Customer Service Manager

About Group BayportGroup Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operating in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands -- Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, PatioHQ and Neon Earth P. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.For more about Group Bayport, please visit: SummaryThis is a Head-level opportunity responsible for leading the Customer Service team based in Atlanta, U.S. The Manager will oversee day-to-day service operations, manage direct team members, and serve as a liaison to international customer support teams located in US and Manila. The Manager will ensure delivery of outstanding customer experiences and key operational metrics, partnering cross-functionally with Sales, Designers, Production, Technology, and Group Bayport's global business units.In addition to oversight of customer service functions, the Manager will also have administrative responsibilities including but not limited to collaboration on recruiting and onboarding U.S.-based Customer Service Sales, Service and design Advisor and will be responsible for overseeing payroll management and compliance for the service team.Job ResponsibilitiesLead, develop, and coach the Atlanta-based Customer Service team, directly managing team members and supporting their career growth.Build and maintain strong working relationships with international customer service teams in US, India and Manila, ensuring consistent service standards and knowledge sharing.Manage U.S Based Designers for Service, Support and Pre Order QueriesOversee payroll processes for assigned teams, ensuring accurate and timely records in compliance with company policies.Oversee day-to-day operations of customer support channels (phone, chat, email), setting and monitoring performance targets for AHT, C-SAT, FRT, Occupancy, and Quality.Drive continuous improvement initiatives to reduce missed calls/chats and improve customer satisfaction KPIs.Partner with cross-functional departments to elevate service experience and provide feedback for product or process enhancements.Monitor team attendance, attrition, and service-related metrics, preparing and presenting weekly/monthly reports to leadership.Ensure adherence to agreed-upon SLAs and RRR (Return, Reship, refund) metrics for all customer touchpoints.Manage complex escalations and resolve customer issues, acting as final point of escalation when required.Job RequirementsBachelor's Degree or equivalent in Business, Communications, Marketing or related field5-10 years of team management experience in U.S.-based Customer Service Sales and Support RolesProven track record leading teams in U.S. and collaborating with international teams globallyCoordination across time zones as requiredBehavioral SkillsExcellent verbal and written communication skillsStrong organization and time management skillsDemonstrated leadership, coaching, and conflict resolution abilitiesAbility to analyze complex issues and recommend process improvementsStrategic planning and project management skillsCommitment to high-quality customer experiencesTechnical SkillsStrong experience managing service operations via CRM, chat, and phone systemsOversee Payroll management and Staff rostering experienceExpertise in tracking and improving CSAT, SLA, AHT, FRT, occupancy, and quality metricsFamiliarity with onboarding creative/design team members preferredProficient in MS Office, CRM software like Salesforce, web browsers. Preferred experience in EcommerceKey Responsibility Areas (KRA) & KPIsCall Handling Efficiency (AHT) - Maintain balanced Average Handle Time, ensuring customer issues are resolved efficiently without compromising quality.Customer Satisfaction (CSAT) - Drive CSAT improvement through empathetic, accurate, and timely service, using survey insights for corrective actions.First Response Time (FRT) - Ensure timely responses to all customer inquiries, adhering to SLA benchmarks.Service Team Occupancy & Utilization - Optimize workload distribution and productivity while maintaining employee well-being.Quality Score (Interactions/Audits) - Conduct regular audits of calls/emails/chats, achieve quality benchmarks, and provide coaching for improvement.Refund, Reship & Review (RRR) Rate - Track and reduce RRR by addressing root causes, coordinating with teams, and minimizing cost impact.SLA Adherence & Optimization - Ensure strict compliance with SLAs, continuously monitor performance, and implement process optimizations.Team Attendance & Workforce Reliability - Ensure consistent attendance, adherence to shifts, and minimize unplanned absenteeism.Payroll Accuracy & Compliance - Oversee payroll inputs for 100% accuracy, ensure compliance with statutory requirements, and resolve discrepancies.Attrition Management - Monitor attrition trends, implement retention strategies, and conduct exit analysis for improvements.Group Bayport is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

Created: 2025-10-08