[Remote] Customer Service Manager

Note: The job is a remote job and is open to candidates in USA. Augustine Institute is seeking a reliable and organized Customer Service Manager to oversee daily customer support operations and manage two part-time customer service employees. This role is responsible for ensuring excellent customer experiences through responsive communication, account support, billing assistance, and proactive follow-up with customers regarding payment or account issues.ResponsibilitiesProvide exceptional customer service through inbound phone calls and email supportAssist customers with account-related questions and updatesTroubleshoot login and access issues for online platformsRespond to billing inquiries and payment-related concernsProcess and manage customer account paymentsMaintain accurate customer records and account documentationConduct outbound calls regarding failed credit card transactions or missed paymentsFollow up with customers to resolve outstanding account issues promptly and professionallyIdentify at-risk customer situations and escalate or hand off cases when necessaryPerform daily administrative tasks related to customer accounts and support operationsMonitor support inboxes, ticket queues, and customer communication channelsEnsure timely and accurate documentation of customer interactionsAssist in developing and improving customer service procedures and workflowsSupervise and support two part-time customer service employeesAssist with scheduling, training, and performance oversightEnsure team members maintain professionalism and high-quality customer interactionsHelp create a positive, collaborative, and efficient work environmentMaintain KPIs to measure employee performance and analyze opportunities for growthSkills5+ years of customer service or customer support experience requiredStrong communication skills, both verbal and writtenExcellent organizational and multitasking abilitiesComfortable handling sensitive customer and billing informationProficient with email, phone systems, CRM platforms, and online account management toolsAbility to remain calm and professional in challenging customer situationsPrior management or team leadership experience preferredExperience with billing systems or payment processingProblem-solving mindset with strong attention to detailAbility to prioritize tasks and manage multiple responsibilities efficientlyBenefitsCompetitive pay based on experienceOpportunities for growth and advancementSupportive team environmentCompany OverviewThe Augustine Institute exists to help Catholics understand, live, and share their faith It was founded in 2005, and is headquartered in Greenwood Village, Colorado, USA, with a workforce of 51-200 employees. Its website is https://www.augustineinstitute.org/.