We are seeking an exceptionally effective, highly organized, detail oriented and results driven Customer Service Manager to lead a team of approximately 25 representatives handling inbound customer calls for our SCN food and meal delivery program. Key Responsibilities: Lead, train supervise and hold accountable a 25 person customer service team. Own the entire complaint resolution process from initial intake and documentation through investigation, escalation, resolution, customer follow up and final closure. Manage complaints of varying severity level Establish clear escalation protocols, response timelines Ensure every complaint is tracked, properly documented and fully resolved with no issues falling through the cracks. Monitor call volumes, response times, customer satisfaction, team productivity, and resolution rates. Conduct regular coaching, performance evaluations and staff training. Identify recurring problems, implement corrective actions and provide detailed management reports. Maintain high standards of professionalism, empathy, accountability and customer satisfaction. Qualifications: Proven experience managing a sizable high volume customer service or call center team. Exceptional attention to detail, follow through, organizational skills and accountability. Strong leadership, problem solving, conflict resolution and communication skills. Experience with CRM systems, complaint tracking, reporting and performance metrics. Ability to handle sensitive and escalated complaints with urgency and sound judgment. We are looking for a hands on leader who takes complete ownership, demands excellence and ensures that every customer issue is handled from beginning to end.