Customer Service Assistant Manager

Position Summary

The Customer Service Assistant Manager supports the Customer Service Manager in leading a team of 5–7 phone-based Customer Service Representatives. This is a hands-on, working-supervisor role: the Assistant Manager splits time between handling calls and escalations directly and coaching, developing, and supporting the team day to day. This role serves as the primary point of contact for the team in the Manager's absence and helps ensure the department consistently meets service level, quality, and customer satisfaction goals.

Key Responsibilities

Team Leadership & People Management

• Supervise, coach, and motivate a team of 5–7 customer service representatives to meet individual and team performance goals.
• Monitor calls and review quality/performance metrics; provide real-time and ongoing feedback.
• Assist with onboarding and training of new representatives, including shadowing and ramp-up support.
• Help build and manage staff schedules, including breaks, shift coverage, and time-off requests.
• Conduct or support one-on-ones, performance check-ins, and informal coaching conversations.
• Identify skill or knowledge gaps and coordinate additional training or coaching as needed.
• Support the Manager with performance documentation, corrective action, and recognition of top performers.
• Help foster a positive, accountable, and customer-focused team culture.

Frontline Customer Service & Escalations

• Handle inbound/outbound customer calls directly, maintaining the same quality and service standards expected of the team.
• Serve as the first point of escalation for difficult or complex calls that representatives are unable to resolve.
• Resolve escalated customer complaints with sound judgment, empathy, and a focus on retention and satisfaction.
• Approve exceptions (e.g., refunds, credits, adjustments) within defined authority limits.
• Step in to help manage call volume during peak periods, staffing shortages, or system issues.

Core Competencies

• Leadership & Coaching — able to motivate and develop others while leading by example on the phones.
• Communication — clear, patient, and professional with both customers and team members.
• Problem-Solving & Judgment — makes sound decisions on escalations and exceptions.
• Adaptability — comfortable shifting between individual contributor and supervisor tasks throughout the day.
• Accountability — holds self and team to service, quality, and attendance standards.

Working Conditions

• Call center / office environment; extended periods on the phone and at a computer.
• Hybrid - New York, Los Angeles or Bay Area
• May require flexibility for peak season, overtime, or schedule changes.

Physical Requirements

Ability to travel regularly to tasting events. Ability to work in both office and retail environments, stand and walk for extended periods and occasionally lift up to forty pounds.

Qualifications

Required

• 2–3 years of customer service experience in a phone-based/call center environment.
• Some prior experience in a lead, senior rep, or informal supervisory capacity.
• Strong verbal communication skills and a professional, customer-first phone manner.
• Demonstrated ability to de-escalate and resolve difficult customer interactions.
• Basic proficiency with call center software, CRM systems, and standard office software.
• Ability to multitask between handling calls and supporting team members.
• Reliable attendance and ability to work required shifts, including [evenings/weekends, if applicable].

Preferred

• Prior title of Lead, Senior Representative, or similar.
• Experience with workforce management/scheduling tools.
• Familiarity with quality monitoring and coaching frameworks.
• High school diploma or equivalent required; Associate's or Bachelor's degree a plus.