Customer Service Manager

Job Description

Job Description

Position Overview

We are seeking a dedicated and empathetic Customer Service Manager to join our Marketing team and lead our customer support function. This role oversees a team of three, fostering a collaborative, solutions-oriented environment while maintaining smooth and efficient operations across all customer touchpoints. The ideal candidate is a strong communicator, detail-oriented, and passionate about creating positive customer experiences. Importantly, this role plays a critical part in driving registrant show-up rates to our events and will be accountable for helping to improve and maintain strong attendance.

Key ResponsibilitiesTeam Leadership & Management

Manage, coach, and support a small customer service team, ensuring clear schedules, coverage, and time-off planning.

Create a motivating and collaborative work environment while holding the team accountable for service standards, deadlines, and event attendance outcomes.

Coordinate responsibilities with external partner teams and review invoices / spending related to event support.

Customer Support & Event Experience

Oversee execution of customer support tasks, including FAQs, inbox management, dispute handling, refund processing, and live event support.

Provide kind, patient, and tech-support-friendly assistance to registrants, many of whom are not tech-savvy.

Engage directly with registrants via phone, email, and SMS ensuring they have everything they need to show up and feel supported

Moderate live event comments, track attendance, and support private Facebook group engagement strategies on an event-to-event basis.

Ensure proactive communication and follow-up with registrants to maximize show-up rates.

Process & Performance Optimization

Maintain and enhance SOPs and workflows to drive clarity, efficiency, and consistency across the team.

Review and interpret feedback and live data to identify communication gaps or process improvements.

Track and report KPIs, including registrant show-up rates (a primary accountability for this role), Facebook group join rates, and dispute win percentage.

Present post-event insights and opportunities for improvement to leadership.

Collaboration & Cross-Functional Support

Partner with marketing and CRM teams to ensure smooth customer journeys before, during, and after events.

Support registrant engagement strategies, aligning all support communications across email, SMS, and social media.

Ensure billing accuracy for external partners and track event-related spending for accounting.

Qualifications

3+ years of experience in customer service management, preferably in events or online education.

Strong leadership skills with experience managing a small team.

Excellent communication skills (written and verbal) and a patient, empathetic approach to customer interactions.

Strong problem-solving and conflict resolution skills, particularly with disputes and escalations.

Tech-savvy and comfortable supporting customers through common event platforms, CRMs, and communication tools.

Ability to analyze performance data and implement process improvements.

Marketing experience is a plus

What We’re Looking For

This is a hands-on leadership role for someone who thrives in a fast-paced, event-driven environment. The right candidate is equal parts strategic thinker and empathetic problem-solver, with the ability to lead a team while also rolling up their sleeves to support registrants directly when needed. Success in this role is measured not only by customer satisfaction but also by registrant show-up rates and event attendance growth.