Job Description

Job Summary: 

We are seeking a dedicated and experienced Customer Service Manager to lead and enhance our call center operations. This individual will oversee the internal call center providing leadership, support, and strategic guidance for call center operations across various  accounts. 

The Customer Service Manager will manage a high-performing, mission-driven team that supports individuals navigating disability claims and legal services. The ideal candidate will have a proven ability to manage remote, diverse teams across multiple locations, implement best practices, and scale customer service operations effectively. 

Key Responsibilities: 

• Lead, mentor, and manage a growing remote call center team.
• Develop and implement operational strategies to drive efficiency, quality, and performance.
• Collaborate with LMS leadership to support external client call centers through process optimization and best practice sharing 
• Ensure high-quality customer experiences aligned with organizational goals and compliance standards 
• Analyze performance metrics and generate reports to inform strategic decisions and coaching opportunities 
• Recruit, onboard, and train new customer service representatives to support expansion efforts 
• Implement secure and compliant systems and protocols for remote service delivery 
• Foster a culture of accountability, empathy, and performance 

Qualifications: 

• 4+ years of experience in a call center or customer service leadership role 

• Bachelor's Degree in Business Administration, preferred 

• Experience managing remote teams across diverse geographic regions 

• Proven success in implementing best practices and process improvements within customer service environments 

• Strong communication and leadership skills with a focus on coaching and team development 

• Experience in legal services, healthcare, or disability-related industries is a plus 

• Familiarity with CRM and call center platforms  

• Must be U.S.-based and authorized to work in the United States 

Benefits: Our benefits, perks, and compensation include the following:  

• Competitive compensation 

• Long-term disability insurance 

• Paid holidays, paid vacation, and 401k matching after 90 days of employment 

• Company-provided phone and laptop  

• A healthy work-life balance 

• A supportive learning environment 

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