Customer Service Manager (On-Site, Tech-Savvy)

Job Title: Customer Service Manager (On-Site, Tech-Savvy)

Location: Great River, New York

Job Type: Full-Time, In-Person

About the Role:

We are seeking a dependable, technically capable, and customer-focused Customer Service Manager to join our on-site team in Great River, NY. In this In Person role, you will lead the customer service function while also being hands-on with day-to-day client interactions. 5 Year of managing the onboarding and offboarding of clients across multiple platforms, ensure a seamless experience, and help shape our support processes as we grow.

Responsibilities:

Serve as the first point of contact for client inquiries via phone, email, and in person.

Manage the onboarding/offboarding of clients, including account setup in tools such as Slack, Jira, GoDaddy, Monday.com, Google Workspace, Microsoft 365, and others.

Answer customer questions and resolve issues promptly, escalating complex concerns when needed.

Maintain detailed, accurate records of customer interactions, support tickets, and service requests.

Lead and support the development of internal support processes and documentation.

Collaborate closely with internal teams (e.g., development, sales, and operations) to ensure client satisfaction.

Monitor service metrics (e.g., ticket resolution time, satisfaction scores) and implement improvements.

Provide coaching and training to support staff as needed.

Uphold a professional and positive company image in all client interactions.

Requirements:

5 years previous experience in customer service, help desk, or technical support (leadership experience is a plus).

Experience in IT, DevOps, or a software development environment.

Strong communication and interpersonal skills.

Ability to troubleshoot basic technical issues and set up client systems and applications.

CRM or project management tool experience (especially Monday.com).

Comfortable using and managing multiple platforms

Detail-oriented with excellent organizational skills.

Ability to remain calm and solution-focused in a fast-paced environment.

Must be able to work on-site full-time in Great River, NY.

Why Join Us:

Be part of a growing IT development company with a team-focused culture.

Direct impact on client experience and internal operations.

Opportunities for professional growth in technical operations and leadership.

Work in a collaborative and supportive on-site environment.