Senior Customer Service Manager

PS Seasoning and Pro SmokerIron Ridge, WI (100% On-Site)Sr. Customer Services Manager Were Hiring: Customer Service Manager | Be the Voice Behind an Unforgettable Customer Journey! Passionate About Food? So Are We. Love Creating Outstanding Call Center Experiences? Let’s Talk.Who We AreWe’re more than a food brand — we’re a flavor-forward experience that brings people together. Whether its through exceptional meals or memorable moments, we believe in delivering delight at every bite and every touchpoint. That’s where you come in.The OpportunityWere on the hunt for a Sr. Customer Service Manager with a strategic mind, a servant-leader heart, and a call center expert’s toolkit. You’ll be the architect of our customer experience, leading the charge in transforming everyday interactions into loyal, lasting relationships.This isn’t just a management role — its a chance to elevate the entire customer journey and make sure our brand values are felt in every conversation.What You’ll Do1. Lead the Customer Experience StrategyBuild and execute data-driven CX strategies that boost satisfaction, retention, and NPS.Analyze feedback and trends to proactively identify gaps and unlock new opportunities.Track and own KPIs like CSAT, FCR, AHT, and more.2. Call Center Operations & Team LeadershipManage a high-performing team of reps and specialists.Set clear goals tied to real results — and coach your team to exceed them.Cultivate a culture that’s customer-obsessed, food-enthusiastic, and solution-oriented.3. Be the Voice of the Customer Across the CompanyCollaborate with marketing, product, sales, and ops to bring the customer voice into every decision.Share customer insights that spark innovation and influence service evolution.4. Take Charge of Escalations and Customer AdvocacyHandle high-impact issues with empathy and urgency.Ensure every interaction (call, email, chat) feels human, warm, and true to our brand.Actively hunt for and fix systemic challenges.5. Drive Operational EfficiencyStreamline scripts, protocols, and processes to deliver faster, better service.Implement tools and tech that enhance personalization and precision.6. Champion Data & Continuous ImprovementTurn raw data into actionable insights.Monitor key metrics, report on trends, and lead regular performance reviews to push your team to new heights.What We’re Looking ForBachelors degree in Business, Marketing, or a related field.5+ years in customer experience or call center leadership roles.Hands-on experience managing high-volume support operations.Strong command of KPIs and performance optimization.Must be familiar with CRM tools like Zendesk, Salesforce, etc.Knowledge and/or interest in AI Tools.Clear, motivating communicator and natural team leader.A true team player with a passion for food, service, and brand-building.Bonus points for an advanced degree or certifications like CCXP or Six Sigma.Why Join Us? A leadership role with real impact A team that’s passionate about food, fun, and flawless service A culture of curiosity, data, and continuous improvement The tools and support to lead boldlyReady to lead with flavor? Apply now and help us create experiences customers crave.

Created: 2025-07-04