Top 253 Customer service manager Jobs in Chicago Il

Sr. Director of Support
Confidential —Chicago, IL
- $150,000 a year
- Full-time
- Hybrid work
- SharePoint
- Computer skills
- Senior level
- Health savings account
- Health insurance
Quick Apply
Experience Center Supervisor
Lutron Electronics Co., Inc —Chicago, IL
- $85,000 - $120,000 a year
- Full-time
- Mid-level
- Bachelor's degree
- US work authorization
- Dental insurance
- Flexible spending account
9d
CRM & Customer Service Operations Lead
AAOS —Rosemont, IL
- $83,000 - $86,000 a year
- Hybrid work
- Spanish
- Computer Science
- Mid-level
Quick Apply
4d
IT Manager - Customer Experience
Pregis LLC —Chicago, IL
- $150,000 - $180,000 a year
- Full-time
- Computer Science
- Engineering
- Mid-level
Quick Apply
6d
Lead Client Services - Growth
PAYLOCITY CORPORATION —Schaumburg, IL
- $82,000 - $87,000 a year
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Health insurance
- Dental insurance
Quick Apply
Supervisor, Operations (Customer Care)
Central States Funds —Chicago, IL
- $74,000 - $85,000 a year
- Full-time
- Hybrid work
- HIPAA
- Mid-level
- Quality control
- Health insurance
- Dental insurance
Supervisor - CS&A Service Delivery (Chicago)
United Airlines —Chicago, IL
- $79,488.90 - $97,153.10 a year
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Paid holidays
- Disability insurance
Customer Experience Manager
Visual Comfort & Co. —Skokie, IL
- $110,000 - $115,000 a year
- Weekends as needed
- Mid-level
- Bachelor's degree
- Mentoring
- Paid holidays
- Disability insurance
Manager, Customer Support
Intercom —Chicago, IL
- $109,000 - $130,000 a year
- Hybrid work
- Writing skills
- Office
- 3 years
- Work from home
Manager, Airport Customer Operations
American Airlines —Chicago, IL
- $98,000 - $134,000 a year
- Weekends as needed
- Mid-level
- 3 years
- High school diploma or GED
- Health insurance
- Dental insurance
5d
Customer Service Manager
Atkore —Harvey, IL
- $84,960 - $116,820 a year
- Microsoft Excel
- Mid-level
- Office
- Paid holidays
- Disability insurance
Quick Apply
Customer Success Team Lead (5pm-1am CT)
Prolaio —Chicago, IL
- $28.82 an hour
- Overtime
- Remote
- English
- Mid-level
- Supervising experience
- Commuter assistance
- Paid parental leave
Quick Apply
12d
Customer Service Manager, Cargo Services
American Airlines —Chicago, IL
- $75,000 - $83,000 a year
- Weekends as needed
- Pass drug screening
- Mid-level
- High school diploma or GED
- Health insurance
- Dental insurance
3d
Supervisor, Customer Experience
Panduit —Tinley Park, IL
- $70,000 - $90,000 a year
- Online Application
- Oracle
- 5 years
- Office
- Profit sharing
- Health insurance
Customer Success Manager
Molex —Lisle, IL
- $120,000 - $150,000 a year
- 5 years
- Engineering
- Pass drug screening
- Paid parental leave
- Health savings account
9d
Customer Success Manager
QAD, Inc. —Chicago, IL
- $85,000 - $110,000 a year
- Full-time
- Remote
- Mid-level
- 3 years
- Master's degree
- Disability insurance
- Health insurance
Quick Apply
14d
Customer Service Team Lead
Mixam —Chicago, IL
- $57,000 - $60,000 a year
- Full-time
- Hybrid work
- Mid-level
- Supervising experience
- Mentoring
- Health insurance
- Dental insurance
Quick Apply
Customer Success Manager, High Touch
Intercom —Chicago, IL
- $135,270 - $161,575 a year
- Hybrid work
- Mid-level
- Office
- 3 years
- Work from home
9d
Supervisor, Customer Service
Methode Electronics, Inc. —Rolling Meadows, IL
- $70,600 - $95,000 a year
- Overtime
- 5 years
- Writing skills
- English
- Wellness program
- Disability insurance
Head of US Commercial Client Onboarding and Client Service
CIBC —Chicago, IL
- $225,000 - $300,000 a year
- Full-time
- Microsoft Office
- US work authorization
- Senior level
- Health savings account
- Health insurance
9d

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Sr. Director of Support

Confidential
Chicago, IL

Quick Apply

Job Details

Full-time
$150,000 a year

Benefits

Health savings account
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Nephrology
Triage
Change management
SharePoint
SaaS

Full Job Description

Job Overview

The role

We are building a Sr. Director of Support role to lead our support function. This role sits alongside our Director of Implementation, both reporting to the CEO. You will take over day to day ownership of support from our current VP of Client Services, who is moving into a product role. This is a build role. A good part of the job is putting the right process and structure in place.

We are in the middle of changing our support infrastructure, and this role will lead that change. We expect to move off Intercom and onto HubSpot for support, including phones, and we want agentic AI built into the new setup from the start. You will own that transition end to end, from picking the final platform to getting the team live on it.

Responsibilities

The team

Two Client Support Directors will report to you, one leading support for our billing platform and one leading support for our EMR platform. Together with their teams, that is around ten people, most based in India. You will set the direction, standards, and process, and lean on both Directors to run day to day execution.

What you will own

Two Client Support Directors and their teams, one covering our billing platform and one covering our EMR platform, around ten people in total, most based in India
Support service levels and how we track and report on them, across both teams
Escalation handling, working directly with engineering and billing when a case needs it
Daily coordination with Product and Development, since support is the first place client issues and feedback show up
Support processes, tooling, and training, brought together into one consistent approach across both teams
A close working relationship with the Director of Implementation, since many clients move between the two teams
Client health and retention signals coming out of support, feeding back into the wider client services function

How this role is measured

This role owns seven support metrics, tracked across both teams:

ASA, average speed to answer
FRT, first response time
FCR, first contact resolution
CSAT, client satisfaction
Ticket volume by category
TTR by severity, time to resolution
NPS, run as a quarterly survey

Alongside these, the success of the Intercom to HubSpot migration, on timeline and without a drop in the metrics above, is a first year measure of this role.

Skills

What we are looking for

Experience running a support function inside a SaaS company, ideally having built or scaled a team yourself
Healthcare SaaS background. Dialysis or nephrology experience is a strong plus but not required
Comfortable working across both customer service, meaning tickets and response times, and customer success, meaning retention and client health
Strong hands on experience with support ticketing and customer communication platforms, and the judgement to know when a tool is holding the team back
Direct experience migrating a support team from one ticketing or communication platform to another, ideally including phone systems
Familiarity with agentic AI in a support context, whether that is AI assisted ticket resolution, automated triage, or AI powered customer messaging
Able to operate without a lot of structure already in place, since much of this role is building the process as you go
A direct communicator who raises problems early

Systems and tools

Our company runs on the following systems. You do not need experience with every one of these. You should be comfortable picking up new platforms quickly.

Intercom, our current support ticketing and customer messaging platform. We are moving off Intercom, most likely onto HubSpot, and this role will lead that migration
HubSpot, our CRM today, and the platform we expect to expand into support, including phones and agentic AI
Microsoft 365, including Teams and SharePoint, for company wide documentation and communication
Grain, for call recording
Rippling, our HR platform

A note on where this can go

This role has a path toward broader client leadership as the client services function grows.

In addition to the salary, there is opportunity for an annual bonus

Our Culture

The Clinic Is the Point

Every clinic using our software is short-staffed, squeezed on reimbursement, and simply doing their best to keep patients alive. The better we do our work, the more they can focus on their patients. Never lose sight of who is on the other end of what we build and sell.

How We Treat Each Other

01 Assume Positive Intent. The best teams start from a simple belief, that the person across from them wants the same good outcome they do. When that is the default, disagreements become conversations and conversations become progress.

02 Build Trust Every Day. Trust is the most valuable thing a team can build. It grows through small acts, showing up, following through, doing what you said you would.

03 Be Suitably Disagreeable. The greatest teams debate hard, push back with courage, and when a decision is made they commit completely, as if it were their own idea.

04 Speak Directly. Skip the Politics. There is something powerful about a team where people say what they mean, to the right person, at the right time. No side conversations. No corridor politics.

How We Think

05 Keep Asking What We Could Become. The most exciting companies never stop asking what they could become. At our company the best version of us has not been built yet.

06 Know Your Craft. Deep domain expertise changes how you make decisions. You stop reacting to requests and start solving root problems.

07 Lead With Your Principles. The most memorable people are rarely the ones with the biggest titles. They are the ones whose principles are visible in everything they do.

08 Love What You Do. Tell Us If You Don't. When someone works at something they genuinely love, it shows. If that is not where you are, we would rather know and help.

How We Operate

09 Own Your Role. Strengthen the Team. When every person brings their best to their piece of the work, the whole becomes more than the sum of its parts.

10 Spend Like It's Yours. The companies that last are the ones where every person thinks carefully about where time and money go.

11 Inform to Align. We have people across time zones, offices, and geographies. We protect that strength by communicating generously.

12 Name Waste When You See It. The best improvement ideas come from the people closest to the work. We practise Muda, the Japanese discipline of seeing waste clearly and naming it.

Pay: $150,000.00 per year

Benefits:

401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Application Question(s):

Any experience in Healthcare Saas?
Do you have experience with agentic AI?

Experience:

Rippling: 1 year (Preferred)
Microsoft 365: 1 year (Preferred)

Work Location: Hybrid remote in Chicago, IL 60606

Quick Apply

Refine Your Search

customer service manager jobs in chicago il

Sr. Director of Support

Experience Center Supervisor

CRM & Customer Service Operations Lead

IT Manager - Customer Experience

Lead Client Services - Growth

Supervisor, Operations (Customer Care)

Supervisor - CS&A Service Delivery (Chicago)

Customer Experience Manager

Manager, Customer Support

Manager, Airport Customer Operations

Customer Service Manager

Customer Success Team Lead (5pm-1am CT)

Customer Service Manager, Cargo Services

Supervisor, Customer Experience

Customer Success Manager

Customer Success Manager

Customer Service Team Lead

Customer Success Manager, High Touch

Supervisor, Customer Service

Head of US Commercial Client Onboarding and Client Service

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