Customer Service Manager

RouteGenie A

Buffalo, NY, United States
Base: $70,000 - $110,000 annually; bonus: annual b...
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2+ years team leadership experience
6+ years technical support experience
Saas platform management
** RouteGenie is seeking a Customer Service Manager in Buffalo, NY, to oversee a team of Customer Service Representatives, ensuring customer success and operational efficiency. The role involves managing team performance, resolving technical issues, and optimizing system functionality, while fostering a collaborative culture focused on customer-first solutions. **

Job Summary

  • This role manages the Customer Service Representative team to ensure customer success and operational efficiency while serving as the escalation point for complex issues.
  • The position combines strategic team management with hands-on system analysis to optimize support performance and enhance software functionality.
  • Candidates will coordinate directly with Product and Engineering teams to represent the voice of the customer and drive system improvements.

Matching Summary

Match Score: 75

** RouteGenie is seeking a Customer Service Manager in Buffalo, NY, to oversee a team of Customer Service Representatives, ensuring customer success and operational efficiency. The role involves managing team performance, resolving technical issues, and optimizing system functionality, while fostering a collaborative culture focused on customer-first solutions. **

Salary

Base: $70,000 - $110,000 annually; Bonus: Annual bonus opportunity; Benefits: Health, dental, vision, 401(k), paid parking

Skills & Requirements

Must-have

  • 2+ years team leadership experience
  • 6+ years technical support experience
  • SaaS platform management
  • Ticketing system oversight
  • SLA adherence monitoring
  • Complex technical issue resolution

Nice-to-have

  • Strong verbal and written communication
  • Strategic process automation skills
  • Collaborative problem-solving culture
  • Mission-driven work environment

Key Requirements

  • 2+ years leading technical support teams
  • 6+ years in technical customer service
  • Experience with Salesforce and JIRA
  • Proven ability to manage SLAs

Work Rights

Not specified

Tailored Resume

Cover Letter