Customer Service Manager

Job Summary

Team Leadership and Training

• Manage and mentor customer service representatives while ensuring company policies and procedures are followed.
• Train representatives and create onboarding and continued-development curricula.
• Maintain knowledge sources and training materials for departmental training and onboarding.

Customer Support Operations

• Monitor, assign, and answer incoming calls and emails and create tickets in Sola’s customer assistance system.
• Document customer issues, manage escalations, and contact clients with follow-up and resolution.
• Ensure timely reporting, referral, follow-up, and escalation of merchant issues.

Process and Workforce Management

• Analyze data and workflows to identify root causes and recommend efficiency improvements.
• Review workforce capacity, utilization, communication volumes, and coverage schedules.
• Resolve scheduling and time-off conflicts and manage escalated customer-service issues.
• Review CSAT feedback and implement corrective-action plans.

Requirements and Qualifications

• High school diploma or equivalent required; some bachelor’s or associate degree coursework preferred.
• 3–5+ years of customer service leadership experience required.
• Proficient keyboard and computer skills, especially Microsoft Office applications, required.
• Strong communication, problem-solving, negotiation, conflict-resolution, and time-management skills required.
• Ability to work independently, take ownership, and operate effectively in a fast-paced team environment required.

Location and Schedule

• The position is based in Brooklyn, New York.
• The role is on-site five days per week, Monday through Friday.

Compensation

• Salary is $110,000–$140,000 per year plus a discretionary bonus.

About Sola