[Remote] Manager of Customer Service

Note: The job is a remote job and is open to candidates in USA. OnTrac is a leading provider of same-day and next-day delivery services in the U.S., catering to major e-commerce and product-supply businesses. They are seeking a Customer Service Manager to lead a frontline customer support team, ensuring high-quality service and operational efficiency in a fast-paced logistics environment.ResponsibilitiesLead and manage a team of frontline associates handling customer inquiries through chat and text messaging platformsMonitor daily operations to ensure service levels, response times, and quality standards are consistently metCoach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team cultureAnalyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve resultsPartner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on timeEnsure consistent and accurate documentation of customer cases and interactionsDrive improvement initiatives that enhance customer experience and operational efficiency using available data and insightsSupport workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demandSkillsBachelor's degree in Business, Operations, or a related field (or equivalent experience)Minimum 4+ years of leadership experience in a contact center or customer service environmentStrong leadership, coaching, and performance management skillsProven ability to analyze data and use insights to drive decisions and improvementsProficiency with contact center tools, CRM systems, and reporting dashboardsExperience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environmentExperience in logistics, transportation, or e-commerce industries preferredBenefitsBonus, commission, or other incentive compensation in accordance with the terms of the applicable planMedical, dental, and vision insuranceLife and short- and long-term disability coverage401(k) retirement savings plan with company matchFlex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hoursTwo (2) floating holidays per yearPaid sick leave*Six (6) paid company holidaysTwo (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leaveAdditional wellness and employee assistance programsCompany OverviewOnTrac is the solution of choice for last-mile e-commerce deliveries that helps retailers and shippers build a competitive advantage through faster delivery times, lower costs, coast-to-coast coverage, and reliable on-time performance. It was founded in 1991, and is headquartered in Chandler, Arizona, USA, with a workforce of 5001-10000 employees. Its website is http://www.ontrac.com/.