Customer Service Manager

About the Role We are seeking a hands-on Customer Service Lead / Manager to lead customer experience, team performance, and conversion outcomes. This role is responsible for building strong customer relationships, supporting representatives with customer interactions and case resolution, managing the customer pipeline, and ensuring every lead receives timely follow-up. The ideal candidate leads by example, actively engaging with customers while coaching the team to deliver exceptional service and results. You will work closely with Customer Service, Account Management, and healthcare providers to move cases efficiently, improve customer satisfaction, increase conversions, generate referrals, and create an outstanding end-to-end customer experience. Key Responsibilities Own and improve the overall customer experience journey. Build strong relationships with customers and key partners. Lead, coach, and support Customer Service Representatives. Assist with customer calls, escalations, and complex cases. Manage daily and weekly pipeline activity to improve case progression and conversion. Monitor KPIs including response times, conversions, customer satisfaction, reviews, referrals, and revenues generated. Collaborate with providers to remove obstacles and improve outcomes. Ensure CRM accuracy, team accountability, and process compliance. Drive continuous improvements in customer service processes and performance. Required Experience & Qualifications 5+ years of experience in Customer Service, Customer Success, Account Management, or a related customer-facing leadership role. Proven experience managing and growing both B2C customer relationships and B2B partner/provider relationships . Demonstrated success leading, coaching, and developing high-performing customer service or customer success teams. Strong track record of improving customer satisfaction, retention, referrals, and conversion performance. Experience managing customer pipelines, case progression, follow-up processes, and performance KPIs. Proficiency with CRM platforms, reporting tools, and customer engagement technologies. Excellent communication, relationship-building, problem-solving, and conflict-resolution skills with a hands-on leadership approach. Preferred Background The ideal candidate comes from a customer-centric, relationship-driven environment where managing customer satisfaction, account growth, and conversion outcomes are critical to success. Preferred backgrounds include: Customer Service Management or Customer Success leadership roles. Hospitality, Travel, Concierge Services, Insurance, or other high-touch service industries. Account Management, Client Success, or Relationship Management with responsibility for customer retention and growth. Experience leading teams that manage customer inquiries, consultations, case progression, and conversion. Experience working with both consumers (B2C) and business partners/providers (B2B). Proven success in fast-paced environments requiring strong communication, problem-solving, customer advocacy, and cross-functional collaboration. Ideal Profile: A customer-focused leader who combines relationship management, team coaching, operational excellence, and commercial awareness to deliver exceptional customer experiences and business results.