What are the responsibilities and job description for the Customer Support Manager position at Serenity Healthcare?
Customer Service Manager - Operations & Experience
Location: Frisco, TX
Employment Type: Full-Time
Compensation: $90,000 annually performance-based bonuses
Overview
Lead a high-performing team in a fast-paced, high-volume customer service environment where consistency, accountability, and execution drive success.
We're looking for a hands-on leader who knows how to build strong teams, manage performance, and deliver a high-quality customer experience at scale. This role is ideal for someone from hospitality, retail, or customer service leadership who thrives in structured environments and leads from the front.
What You'll Do
No industry-specific experience required — full training provided.
You've worked in environments where service standards were non-negotiable. You know how to manage a busy operation, hold a team accountable, and maintain quality even under pressure.
You're comfortable balancing people leadership with performance management, and you take pride in building teams that deliver consistent, high-level results.
Compensation & Benefits
Location: Frisco, TX
Employment Type: Full-Time
Compensation: $90,000 annually performance-based bonuses
Overview
Lead a high-performing team in a fast-paced, high-volume customer service environment where consistency, accountability, and execution drive success.
We're looking for a hands-on leader who knows how to build strong teams, manage performance, and deliver a high-quality customer experience at scale. This role is ideal for someone from hospitality, retail, or customer service leadership who thrives in structured environments and leads from the front.
What You'll Do
No industry-specific experience required — full training provided.
- Lead daily operations in a high-volume, customer-facing environment
- Manage, coach, and develop a team of 30 employees
- Drive accountability to performance metrics, service standards, and productivity goals
- Ensure every interaction is professional, efficient, and high-quality
- Oversee scheduling, staffing, and workflow management
- Monitor and improve KPIs related to volume, efficiency, and customer experience
- Identify operational gaps and implement process improvements
- Step in as needed to support the team and maintain service levels
- Fast-paced environment where priorities shift and strong leadership is critical
- A mix of people leadership and operational execution
- High standards — success is measured by team performance and consistency
- A role where you are actively coaching, problem-solving, and driving results daily
- 10 years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments
- Experience managing large teams (30 employees) in high-volume settings
- Proven ability to track, analyze, and improve KPIs
- Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
- Comfortable working in a structured, process-driven environment
- Leadership style that is hands-on, performance-focused, and team-oriented
- Upscale hospitality, restaurant, or hotel management
- Customer support leadership
- Retail or service environments with high standards and performance expectations
- Experience leading teams through growth, change, or scaling operations
You've worked in environments where service standards were non-negotiable. You know how to manage a busy operation, hold a team accountable, and maintain quality even under pressure.
You're comfortable balancing people leadership with performance management, and you take pride in building teams that deliver consistent, high-level results.
Compensation & Benefits
- $90,000 base salary performance-based bonuses
- Health, dental, and vision coverage (majority employer-paid)
- 401(k) retirement plan
- Paid time off: 10 days (15 after first year) 10 paid holidays
Salary : $90,000