Customer Service Manager

Job Description

Job Description

Position Overview

We are seeking a dedicated and empathetic Customer Service Manager to join our Marketing team and lead our customer support function. This role oversees a team of three, fostering a collaborative, solutions-oriented environment while maintaining smooth and efficient operations across all customer touchpoints. The ideal candidate is a strong communicator, detail-oriented, and passionate about creating positive customer experiences. Importantly, this role plays a critical part in driving registrant show-up rates to our events and will be accountable for helping to improve and maintain strong attendance.

Key ResponsibilitiesTeam Leadership & Management

• Manage, coach, and support a small customer service team, ensuring clear schedules, coverage, and time-off planning.
  
  

• Create a motivating and collaborative work environment while holding the team accountable for service standards, deadlines, and event attendance outcomes.
  
  

• Coordinate responsibilities with external partner teams and review invoices/spending related to event support.
  
  

Customer Support & Event Experience

• Oversee execution of customer support tasks, including FAQs, inbox management, dispute handling, refund processing, and live event support.
  
  

• Provide kind, patient, and tech-support-friendly assistance to registrants, many of whom are not tech-savvy.
  
  

• Engage directly with registrants via phone, email, and SMS ensuring they have everything they need to show up and feel supported

• Moderate live event comments, track attendance, and support private Facebook group engagement strategies on an event-to-event basis.
  
  

• Ensure proactive communication and follow-up with registrants to maximize show-up rates.
  
  

Process & Performance Optimization

• Maintain and enhance SOPs and workflows to drive clarity, efficiency, and consistency across the team.
  
  

• Review and interpret feedback and live data to identify communication gaps or process improvements.
  
  

• Track and report KPIs, including registrant show-up rates (a primary accountability for this role), Facebook group join rates, and dispute win percentage.
  
  

• Present post-event insights and opportunities for improvement to leadership.
  
  

Collaboration & Cross-Functional Support

• Partner with marketing and CRM teams to ensure smooth customer journeys before, during, and after events.
  
  

• Support registrant engagement strategies, aligning all support communications across email, SMS, and social media.
  
  

• Ensure billing accuracy for external partners and track event-related spending for accounting.
  
  

Qualifications

• 3+ years of experience in customer service management, preferably in events or online education.
  
  

• Strong leadership skills with experience managing a small team.
  
  

• Excellent communication skills (written and verbal) and a patient, empathetic approach to customer interactions.
  
  

• Strong problem-solving and conflict resolution skills, particularly with disputes and escalations.
  
  

• Tech-savvy and comfortable supporting customers through common event platforms, CRMs, and communication tools.
  
  

• Ability to analyze performance data and implement process improvements.
  
  

• Marketing experience is a plus
  
  

What We’re Looking For

This is a hands-on leadership role for someone who thrives in a fast-paced, event-driven environment. The right candidate is equal parts strategic thinker and empathetic problem-solver, with the ability to lead a team while also rolling up their sleeves to support registrants directly when needed. Success in this role is measured not only by customer satisfaction but also by registrant show-up rates and event attendance growth.