[Remote] Manager of Customer Service

Note: The job is a remote job and is open to candidates in USA. OnTrac is a leading provider of same-day and next-day delivery services in the U.S., catering to major e-commerce and product-supply businesses. They are seeking a Customer Service Manager to lead a frontline customer support team, ensuring high-quality service and operational efficiency in a fast-paced logistics environment.

Responsibilities

• Lead and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms
• Monitor daily operations to ensure service levels, response times, and quality standards are consistently met
• Coach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture
• Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results
• Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on time
• Ensure consistent and accurate documentation of customer cases and interactions
• Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights
• Support workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demand

Skills

• Bachelor's degree in Business, Operations, or a related field (or equivalent experience)
• Minimum 4+ years of leadership experience in a contact center or customer service environment
• Strong leadership, coaching, and performance management skills
• Proven ability to analyze data and use insights to drive decisions and improvements
• Proficiency with contact center tools, CRM systems, and reporting dashboards
• Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment
• Experience in logistics, transportation, or e-commerce industries preferred

Benefits

• Bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan
• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Company Overview