Customer Service Manager Location: Brooklyn, NY Schedule: Full-time, in-office 9-6 Position Overview We are seeking a hands-on Customer Service Manager to oversee customer service operations across multiple channels, including call center, showroom, and in-person interactions. The ideal candidate is an experienced leader with a strong sense of urgency, excellent communication skills, and a proven ability to train, develop, and manage teams. This person should be comfortable handling complex customer issues that require coordination across departments, sound judgment, and consistent follow-through. The successful candidate will improve service quality, strengthen team accountability, and ensure customers receive timely, professional, and consistent support. Key Responsibilities Oversee customer service operations across call center, showroom, and in-person channels. Train, coach, and develop employees through structured onboarding, ongoing guidance, and regular performance reviews. Establish clear expectations for service quality, productivity, communication, accountability, and follow-through. Ensure customer concerns are prioritized and resolved promptly. Handle escalated complaints and complex cases, taking ownership through resolution. Coach employees on communication, problem-solving, and managing customer expectations. Monitor call quality, response times, open cases, customer satisfaction, and other performance metrics. Manage in-office and hybrid teams, including staffing, scheduling, workload distribution, and employee performance. Coordinate with sales, operations, logistics, delivery, installation, and vendors to resolve customer issues. Analyze customer feedback, complaints, and recurring problems to identify trends and areas for improvement. Prepare regular reports for executive leadership on service performance, recurring issues, root causes, and recommended solutions. Track improvement initiatives and measure results. Collaborate with department leaders to improve workflows, communication, escalation procedures, and the overall customer experience. Develop and improve training materials, service procedures, and internal processes to increase efficiency and reduce recurring issues. Qualifications Proven experience managing customer service teams across multiple channels, including call center, showroom, or in-person support. Experience in an operationally complex industry involving order management, logistics, delivery, installation, or comparable service challenges. Demonstrated success training, coaching, and developing employees. Excellent verbal and written communication skills. Strong sense of urgency and ability to manage competing priorities. Experience managing in-office and hybrid teams while maintaining consistent performance standards. Strong analytical and reporting skills, including the ability to identify trends and present recommendations to senior leadership. Familiarity with CRM systems, customer service platforms, call center technology, and performance reporting tools. Experience in a related industry is a plus. Must be able to work full-time in the Brooklyn office.