What are the responsibilities and job description for the Customer Service Manager position at Gravity IT Resources?
Job Title: Customer Service Manager
Location: Pembroke Pines, FL (5 days onsite)
Job-Type: Direct Hire
Employment Eligibility: Gravity can only consider US Citizens or Green Card Holders at this time.
Position Overview
Gravity is seeking an experienced Customer Service Manager with 10 years of experience in SaaS-based customer support operations. This role will oversee a team of Customer Service Representatives (CSRs), ensuring a high level of customer satisfaction, efficient support workflows, and process optimization. The ideal candidate has a strong background in SaaS customer success, CRM systems, and technical troubleshooting, with a strategic mindset to drive retention, engagement, and expansion of the customer base.
Key Responsibilities
- Lead, mentor, and develop a team of SaaS-focused Customer Service Representatives, ensuring best-in-class support.
- Oversee customer interactions across multiple channels (phone, email, chat, and ticketing systems) to maintain exceptional response times and resolutions.
- Design and implement scalable customer support processes, optimizing workflows for efficiency and automation.
- Monitor key customer service KPIs (CSAT, NPS, response time, resolution time) and develop strategies for continuous improvement.
- Manage customer escalations effectively, working cross-functionally with technical support and product teams to drive resolutions.
- Enhance self-service options, including knowledge bases, FAQs, and automated responses, to improve customer engagement.
- Collaborate with Product, Sales, and Customer Success teams to align customer feedback with product development and retention initiatives.
- Ensure smooth onboarding and ongoing support for customers, driving adoption and reducing churn.
- Optimize CRM and support platforms (e.g., HubSpot, Salesforce, Zendesk, Freshdesk) to streamline service operations.
- Stay ahead of SaaS industry trends, integrating best practices into customer service strategies.
Required Skills & Qualifications
- 10 years of customer service experience, with at least 5 years in SaaS customer support leadership.
- Proven track record of managing and scaling SaaS customer service teams in a high-growth environment.
- Strong technical troubleshooting skills, understanding SaaS application workflows and integrations.
- Expertise in CRM and support platforms (HubSpot, Salesforce, Zendesk, Freshdesk, etc.).
- Data-driven approach, using analytics to improve service quality and customer experience.
- Exceptional leadership, coaching, and performance management skills.
- Strong strategic thinking and problem-solving abilities, with the ability to implement automation and efficiency improvements.
- Experience with SaaS customer retention, onboarding, and upselling strategies.
- Excellent verbal and written communication skills, with the ability to manage executive-level escalations.
Education & Experience
- Bachelor’s degree in Business, Communications, or a related field preferred.
- 10 years of customer service experience, with 5 years managing a SaaS customer support team.
- Experience with SaaS support workflows, automation, and self-service implementations.
- Familiarity with API integrations, cloud-based software, and SaaS troubleshooting best practices.
