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Customer Service Manager

Cherie Amour Inc
Pullman, WA

Quick Apply

Job Details

Full-time
$50,000 - $70,000 a year

Benefits

Disability insurance
Health insurance
Dental insurance
401(k)
Leadership training provided
Vision insurance

Qualifications

Customer communication
Managing teams in a customer support role
Managing hospitality teams
Frontline customer support management
Team development
Mentoring
Process improvement planning
Business coaching

Full Job Description

Customer Service Manager

Client Experience | Team Leadership | Performance Coaching

Location: Pullman, WA
Position: Full-time

Cherie Amour is seeking a hands-on Customer Service Manager to lead our Client Experience team while driving performance, coaching talent, and creating exceptional client experiences.

This is not a traditional customer service management role. You will lead from the front, working alongside your team, developing high-performing professionals, improving processes, and ensuring every client interaction reflects the quality of the Cherie Amour brand.

We're looking for someone who can coach with confidence, lead with empathy, and create a culture of accountability, growth, and results.

What You'll Own

Team Leadership & Performance

Lead, coach, and develop the Client Experience team through daily mentorship, feedback, and accountability.
Work alongside the team by actively handling client conversations and setting the standard for service excellence.
Establish team goals, KPIs, and performance expectations while monitoring results and driving continuous improvement.
Conduct regular coaching sessions focused on communication, professionalism, client experience, and conversion performance.
Foster a positive, high-energy culture built on teamwork, ownership, and continuous development.

Client Experience & Booking Success

Ensure every client receives an elevated, personalized experience from their first interaction through booking.
Guide prospective clients with confidence, professionalism, and empathy while helping convert inquiries into scheduled sessions.
Handle escalated client situations with sound judgment, professionalism, and solution-focused communication.
Maintain consistency in client messaging, service standards, and overall brand experience.

Training & Development

Develop onboarding, coaching, and ongoing training that strengthens communication, confidence, and customer service skills.
Mentor team members in client psychology, relationship-building, objection handling, and effective communication.
Create an environment where team members continuously improve through coaching, practice, and constructive feedback.
Identify future leaders within the department and support their professional growth.

Operations & Process Improvement

Monitor department workflows and identify opportunities to improve efficiency and the overall client experience.
Collaborate with leadership to implement new processes, improve communication, and increase operational effectiveness.
Ensure departmental policies, procedures, and service standards are consistently followed.
Use performance data and client feedback to recommend improvements and measure success.

This Role Is a Strong Fit If You

Enjoy coaching others and helping people reach their full potential.
Lead by example and naturally build trust and accountability within a team.
Balance empathy with high expectations and performance standards.
Communicate confidently and professionally in both written and verbal interactions.
Stay calm under pressure and approach challenges with a solution-oriented mindset.
Thrive in a fast-paced environment where every client interaction matters.
Take ownership of team performance and enjoy improving both people and processes.

Requirements

3+ years of customer service, client experience, or hospitality leadership experience.
Previous experience managing, coaching, and developing a customer-facing team.
Strong communication and interpersonal skills with the ability to coach effectively.
Experience handling escalated client situations with professionalism and sound judgment.
Demonstrated ability to improve team performance through accountability and development.
Strong organizational, time management, and problem-solving skills.
Comfortable working with KPIs, performance metrics, and continuous improvement initiatives.
Proficiency with CRM systems and customer communication platforms is preferred.

Preferred Experience

Experience in luxury, hospitality, retail, wellness, or other service-focused industries.
Background in appointment-based businesses or high-volume client communication.
Experience with sales coaching, conversion improvement, or client retention strategies.
Passion for mentoring and developing young professionals.

Compensation & Benefits

Competitive salary (based on experience)
Performance-based bonuses
Medical, dental, vision, life, LTD, and 401(k)
Paid vacation and sick leave
Ongoing leadership training and professional development
Opportunity to build and lead a high-performing Client Experience team

About Cherie Amour

Cherie Amour creates high-end, confidence-focused photography experiences. Our clients invest in more than images-they invest in an experience that helps them reconnect with confidence and a stronger sense of self.

Our Client Experience team plays a vital role in that journey, creating meaningful first impressions, building lasting relationships, and helping clients take the first step toward an unforgettable experience.

To Apply

Submit your resume along with a brief introduction telling us why you're excited about leading a high-performing Client Experience team.

Quick Apply

Refine Your Search

service manager jobs in pullman, wa

Customer Service Manager

Public Works Business Services Manager

Service Manager

Food Service Worker Lead

Resident Services Manager

Social Services Manager

Care Manager, Long Term Support Services (Idaho based)

Lawn Care Service Lead

Lead HVAC Technician

More jobs to discover

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I want to receive the latest job alert for service manager in pullman, wa

Explore jobs in more locations

Customer Service Manager

What You'll Own

Team Leadership & Performance

Client Experience & Booking Success

Training & Development

Operations & Process Improvement

This Role Is a Strong Fit If You

Requirements

Preferred Experience

Compensation & Benefits

About Cherie Amour

To Apply

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