Customer Service Manager (Bilingual – English/Spanish)
Location: Fort Lauderdale, FL (In-office)
Salary: $55,000 – $70,000 per year + Monthly Bonus
Job Type: Full-time
About Us
Advance-Esthetic is a leader in the aesthetic industry, providing innovative equipment and exceptional customer support to beauty professionals across the country. We are currently seeking a Customer Service Manager who is bilingual in English and Spanish to lead and elevate our customer service department.
This position is ideal for a motivated, hands-on leader with a strong customer-first mindset, exceptional communication skills, and the ability to inspire and grow a high-performing team. If you are passionate about improving customer experiences and driving operational excellence, we want to hear from you.
Key Responsibilities
- Lead and oversee daily operations of the customer service team
- Handle escalated customer service issues and ensure prompt resolution
- Develop and implement customer service procedures, policies, and standards
- Establish and monitor customer satisfaction goals and KPIs
- Maintain accurate records and documentation of all customer interactions
- Ensure timely responses to all customer inquiries (same-day resolution expected)
- Regularly evaluate team performance, provide constructive feedback, and coach team members
- Train, hire, and onboard new customer service representatives
- Collaborate with other departments to improve overall customer experience
- Review and approve refund requests while seeking to retain customers
- Monitor Stripe, Payeezy, and Amazon accounts
- Oversee outbound call activity (20+ calls per rep per day)
- Respond to and manage online reviews (Google, BBB, social media)
- Travel occasionally for trade shows and represent the company professionally
Requirements
- Bachelor's degree in Business Administration or a related field (preferred)
- Minimum 5 years of experience in customer service, including 1+ year in a leadership role
- Bilingual in English and Spanish (required)
- Proven ability to lead and develop a high-performing team
- Strong knowledge of customer service software and CRM tools
- Excellent verbal and written communication skills
- Hands-on leader with strong problem-solving and decision-making abilities
- Ability to multitask and thrive in a fast-paced, evolving environment
- Willingness to travel for trade shows and company events as needed
Compensation & Benefits
- Base Salary: $55,000 – $70,000 annually
- Monthly Bonus based on team performance and customer satisfaction metrics
- Health, Dental, and Vision Insurance
- Paid Time Off and Paid Holidays
- Employee Discounts
- Paid Training
- Career Advancement Opportunities
Schedule
- Monday to Friday
- 8-hour shift
- On-site role
- Must be able to reliably commute
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many years of experience do you have managing a Customer Service Team?
- Whats your approach to handle high volume customer inquiries during peak seasons or trade shows?
- How do you track & improve team performance?
- How do you handle situations where multiple departments are involved in a delayed or unsolved customer issue?
- How do you prioritize tickets/inquiries when your team is overwhelmed?
- Do you have experience managing remote or hybrid teams?
- How do you handle a team member who consistently closes tickets without properly resolving the issue?
- What methods do you use to ensure your team maintain high standards of professionalism in written and verbal communication?
- How do you handle employees who forget to follow up with customers and fail to update tickets?
Education:
Experience:
- CRM & Ticketing: 3 years (Preferred)
Language:
Work Location: In person
