Customer Service Manager

This range is provided by Group Bayport. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$80,000.angana/yr - $90,000.00/yr

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operating in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands -- Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, Patio

HQ and Neon Earth P. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

For more about Group Bayport, please visit:

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This is a Head-level opportunity responsible for leading the Customer Service team based in Atlanta...)
The Manager will oversee day-to-day service operations, manage direct team members, and serve as a liaison to international customer support teams located in the U.S. and Manila. The Manager will ensure delivery of outstanding customer experiences and key operational metrics, partnering cross-functionally with Sales, Designers, Production, Technology, and Group Bayport’s global business units.

In addition to oversight of customer service functions, the Manager will also have administrative responsibilities including but not limited to collaboration on recruiting and onboarding U.S.

-based Customer Service Sales, Service, and Design Advisors and will be responsible for overseeing payroll management and compliance for the service team.

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Lead, develop, and coach the Atlanta-based Customer Service team, directly managing team members and supporting their career growth.
• Build and maintain strong working relationships with international customer service teams in the U.S., India, and Manila, ensuring consistent service standards and knowledge sharing.
• Manage U.S.
  
  -based Designers for Service, Support, and Pre-Order Queries.
• Drive inside salesելով initiatives by coaching the team to identify and capitalize on sales opportunities during customer interactions, enhancing customer engagement and revenue generation.
• Oversee payroll processes for assigned teams, ensuring accurate and timely records in compliance with company policies.
• Oversee day-to-day operations of customer support channels (phone, chat, email), setting and monitoring performance targets for AHT, C-SAT, FRT, Occupancy, and Quality.
• Drive continuous improvement initiatives to reduce missed calls/chats and improve customer satisfaction KPIs.
• Partner with cross-functional departments to elevate service experience and provide feedback for product or process enhancements.
• Monitor team attendance, attrition, and service-related metrics, preparing and presenting weekly/monthly reports to leadership.
• Ensure adherence to agreed-upon SLAs and RRR (Return, Reship, Refund) metrics for all customer touchpoints.
• Manage complex escalations and resolve customer issues, acting as the final point of escalation when required

• Bachelor’s Degree or equivalent in Business, Communications, Marketing, or related field.
• 5–10 years of team management experience in U.S.
  
  -based Customer Service Sales and Support Roles.
• Proven track record leading teams in the U.S. and  international teams globally.
• Demonstrated experience in inside sales, with a focus on driving customer engagement and sales outcomes through service interactions.
• Coordination across time zones as required.

• Excellent verbal and written communication skills.
• Strong organization and time management skills.
• Demonstrated Leadership, coaching, and conflict resolution abilities.
• Ability to analyze complex issues and recommend
  
  Aws process improvements.
• Strategic planning and project management skills.
• Commitment to high-quality customer experiences. IService>

• Strong experience managing service operations via CRM, chat, and phone systems.
• Oversee payroll management and staff rostering…