Sr. Customer Service Manager

Senior Manager, Customer Service – with Platform Configuration Expertise

Location: Dallas, Texas

Job Type: Full-Time

This role reports to the Director of Customer Service, also located in Dallas

As the Sr. Customer Service Manager, you will play a pivotal role in optimizing our Customer Service operations by leveraging your deep expertise in configuring and managing 3rd party platforms. You will be responsible for configuring, implementing, and maintaining our main CRM (Kustomer), AI Chat conversations, FAQs, QA auditing and telephony integrations to ensure they drive effortless customer self-service and problem-solving information with the first contact. Using your skills and passion for the Customer, you will use your experience to amplify our Company mission of offering the best selection of books at great prices with superb Customer Service. The successful candidate will also share responsibility with another CS Manager for managing the team, conducting 1 on 1’s, quality management, career development and team discipline.

WHAT YOU WILL DO:

• Platform Configuration: Utilize your knowledge and hands-on experience with CRM platforms to configure, customize, and maintain these systems to meet the unique needs of our Customer Service department.
• Strategy Development: Collaborate with cross-functional teams, including Marketing, our IT department, HR and senior management, to develop Customer self-service strategies that drive customer satisfaction, improve efficiency, and support long-term business goals.
• Team Management and Investment: As the Customer Service process manager you will be paired with a Customer Service personnel manager and share management responsibilities for team 1 on 1’s, Quality, Training and Support, ensuring that best practices are followed and that employees are proficient and compliant in all aspects of their work.
• Data Management: Oversee the collection, organization, and analysis of customer data to inform decision-making, proactively identify customer needs, and drive innovation in support initiatives.
• Integration and Maintenance: Ensure seamless integration of CRM systems with other tools and software, and take responsibility for system upgrades, troubleshooting, and maintenance.
• Compliance and Security: Ensure data privacy and security compliance within CRM systems and highlight and implement necessary safeguards to protect sensitive customer information.

WHAT EXPERIENCE/EDUCATION YOU WILL NEED:

• Bachelor's degree in Business, or a related field.
• 8-10+ years demonstrated experience managing the incoming workflow of Customer Service teams across multiple time-zones.
• Experience configuring and implementing SAAS solutions for Customer Service systems.
• Experience managing teams with a demonstrated ability to hire and develop talent.
• Demonstrated empathy through verbal and written skills when explaining policy decisions to escalated customers.
• A talent for working cross-functionally with other teams and to represent the ThriftBooks Customer in project and planning initiatives.
• Excellent project management skills with the ability to meet deadlines and manage multiple tasks.
• Strong analytical and problem-solving skills with a focus on data-driven decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• In-depth knowledge of data security, privacy, and compliance regulations.

BASE SALARY

$65,000 - $95,000. This range reflects the good-faith hiring base salary range for this position. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training.

WHY YOU’LL LOVE IT HERE:

• Competitive compensation package
• Earn Paid Time Off at Accrual Rate of 15-days per year
• 6 Paid Holidays per calendar year
• Medical & Vision Insurance
• Dental Insurance
• Company paid STD/LTD
• Company paid Life Insurance
• Annual bonus incentive
• 401k match program
• Professional development & growth opportunities
• Work with nice, fun people
• FREE BOOKS!

ThriftBooks Privacy Notice for Employment-Related Personal Data:

https://www.thriftbooks.com/s/employment-privacy-notice/

ThriftBooks is the world's largest used book retailer! We believe in a workplace where respect for our employees matters, where promoting from within is how we grow, and where safety comes first in all our decisions and planning. At ThriftBooks, your work will help get inexpensive books into the hands of people who need them instead of going into landfill. We strive to create a friendly work environment with high standards of performance and rewards for excellence. We started out small and remember that encouraging people to do their best is how we expanded to our current scale.
If you want to learn about the intersection of technology, innovation, and good old-fashioned teamwork, we might be a good fit for you. Wherever you start in the company, our hope is that is a launching point to higher achievement. At ThriftBooks, your success is up to you.