Customer Service Manager

We are seeking an experienced and dedicated Customer Service Manager to lead and elevate our customer support operations. The ideal candidate will have a proven track record of 10+ years in customer service and a minimum of 5 years in a management role. This person will be responsible for optimizing the customer experience, mentoring a team of service professionals, and developing strategies to ensure exceptional service delivery across all channels.

Your Impact

• Lead, mentor, and manage the Customer Service team to achieve high performance and customer satisfaction.
• Develop and implement service procedures, policies, and standards.
• Monitor and analyze service metrics to drive process improvement and operational efficiency.
• Handle complex or escalated customer inquiries or issues, ensuring timely resolution.
• Collaborate cross-functionally with internal teams (e.g., Operations, Sales, Product) to resolve issues and improve the customer journey.
• Conduct regular coaching, training, and performance evaluations to support team growth and development.
• Manage service-related projects and initiatives, including system/process upgrades or new technology implementation.
• Prepare and present reports on team performance, customer feedback, and key service KPIs to leadership.
• Foster a customer-centric culture rooted in empathy, accountability, and excellence.

Successful Candidate Will Have

• 10+ years of experience in customer service, with at least 5 years in a management role.
• Strong leadership and team development skills.
• Excellent communication, problem-solving, and interpersonal abilities.
• Data-driven with the ability to interpret reports and apply findings to drive results.
• Demonstrated ability to manage change, implement process improvements, and drive team engagement.

Preferred Qualifications:

• Experience in benefits administration.
• Familiarity with CRM and ticketing systems.
• Proven success in managing remote or hybrid teams.

At Risk Strategies Company, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, and life insurance, retirement savings, and paid time off and paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is between $84,200 - $120,000 annually. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and over 5,000 employees across the US and Canada.

Our industry recognition includes being named a Best Places to Work in Insurance for the past five years (2018-2022) and on the Inc. 5000 list as one of America’s Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.

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