Customer Support Manager

Job Description

Customer Service Manager – Operations & Experience

Location: Sugar Land, TX

Employment Type: Full-Time

Compensation: $90,000+ annually

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.

No industry-specific experience required — full training provided.

What You’ll Do

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

What This Role Feels Like

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

What We’re Looking For

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

Preferred Background

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

About You

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

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.

Full-time