B2B Customer Service Sales and Support Manager
Location: Suwanee, GA
Schedule: Full-Time | Monday–Friday
Salary: $65,000-80,000 per year, depending on experience
The ideal candidate will have 5–10 years of team management experience in Customer Service Sales and Support Roles.
Overview
We are seeking an experienced B2B Customer Service Manager to lead a customer support team in a fast-paced environment. This role is responsible for overseeing daily service operations, coaching team members, managing performance metrics, handling escalations, and driving continuous improvement initiatives.
Responsibilities
- Lead, coach, and develop customer service team members.
- Manage daily customer support operations across phone, email, and chat channels.
- Monitor and improve key performance metrics, including CSAT, AHT, FRT, quality, and SLA adherence.
- Handle complex customer escalations and provide effective resolutions.
- Track attendance, productivity, and team performance.
- Prepare operational reports and communicate results to leadership.
- Oversee workforce scheduling and payroll accuracy.
- Partner with cross-functional teams to improve customer experience and operational efficiency.
- Assist with recruiting, onboarding, and training new employees.
Qualifications
- Bachelor's Degree in Business, Communications, Marketing, or related field.
- 5+ years of B2B customer service sales and support leadership experience.
- Strong experience managing customer service KPIs and team performance.
- Excellent communication, coaching, and problem-solving skills.
- Experience with CRM systems, customer support platforms, and Microsoft Office.
- Salesforce and e-commerce experience are a plus.
- Proven track record leading teams in U.S. and collaborating with international teams globally.
What We're Looking For
- Strong leadership and team-building skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Data-driven decision-maker with a customer-first mindset.
- Proven ability to improve processes and drive results.
Apply today to join a growing organization where you can make a direct impact on customer satisfaction and team success.
Pay: $65,000.00 - $80,000.00 per year
Education:
Experience:
- CSR KPI management: 5 years (Required)
- CRM software: 3 years (Required)
- B2B sales: 3 years (Preferred)
- customer service sales leadership: 5 years (Required)
- E-commerce: 3 years (Preferred)
Work Location: In person
