Job Description

Ultimate Staffing is seeking a Customer Service Manager on behalf of our client, located in West Haven. This role offers the opportunity to oversee and elevate a high-performing customer support team across phone, digital, and technical channels.

This is more than a support role-it's a mission-critical leadership position where you'll shape strategy, streamline operations, and coach a team of 10+ to deliver exceptional service experiences. If you're a hands-on manager with strong business acumen, technical savvy, and a passion for motivating teams, we want to hear from you.

Responsibilities:

• Lead and develop a dynamic team of phone, digital, and technical support professionals (10+ hourly staff and 2-3 supervisors)
• Manage all customer service operations and digital support channels with a focus on quality, speed, and efficiency
• Monitor and report on KPIs including call efficiency, labor cost per unit sold, error rates, and revenue per CSR
• Oversee seasonal hiring, onboarding, and performance reviews (2x/year minimum)
• Collaborate with IT to implement new tools, systems, and process improvements (Excel, NetSuite, etc.)
• Ensure consistency in use of the order management system and customer communications
• Partner with Sales and Manufacturing to ensure product availability and accurate messaging
• Support company promotions and seasonal campaigns through team execution

Qualifications:

• 5+ years of experience in a customer service management or call center leadership role
• Proven experience managing 10+ team members and mid-level supervisors
• Strong command of Microsoft Office, especially Excel (intermediate to advanced)
• Proficiency with ERP/CRM systems (NetSuite, SAP, etc.) and digital communication tools
• Excellent communication, coaching, and team-building skills
• Hands-on, collaborative leadership style
• Bachelor's degree (BA or BS) preferred

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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