Customer Service Manager (Denver)

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-growth customer base, managing daily operations, resolving escalated issues and driving continuous improvement.

Responsibilities

Leads the customer support team to deliver exceptional service and ensure customer satisfaction; Developing service strategies suited to a bilingual, high-growth customer base; Managing daily operations; Resolving escalated issues; Driving continuous improvement; Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures; Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines; Monitor KPIs such as response time, resolution rate and customer satisfaction; Conduct training sessions and performance evaluations; Collaborate with various teams including sales and operations, including local branch and regional leadership; Prepare reports for senior leadership on service metrics and trends; Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand

Requirements

5+ years of experience in customer service; 2+ years in a leadership role in a manufacturing environment; Proficiency in CRM platforms and support software; Ability to win respect and influence at all levels of the organization and stakeholders; Strong analytical, data-driven decision-making skills; Familiarity with KPI dashboards & performance analytics

Nice to have

Building solutions; Bilingual (English/Spanish) proficiency

Benefits

Industry competitive benefits at the lowest cost to the employee; PTO and holidays, including floating holidays; Pay-for-performance culture with potential for annual raises and bonuses; Training