[Remote] Operations & Customer Service Manager

Note: The job is a remote job and is open to candidates in USA. The Midtown Group is a national organization seeking a temporary Operations & Customer Service Manager to cover an upcoming maternity leave. The role involves overseeing daily operational tasks, managing a small team of junior specialists, and handling escalated customer service requests, while also assisting with administrative document reviews for the upcoming 2027 season.ResponsibilitiesMonitor Salesforce queues and the daily tasks of one to two junior staff members to ensure all service requests are completed on timeAct as the primary escalation point for complex or sensitive customer inquiries, including emergency policy exception requestsApply highly detailed standard operating procedures to resolve nuanced casesDraft clear, firm, and compassionate correspondence to de-escalate customer concerns while strictly adhering to organizational policyReview updated policy documents to verify all required changes are accurately incorporatedTrack and monitor policy documents sent to external vendors for ADA compliance reviewsMaintain established project trackers in Excel and navigate shared files via SharePointSkillsActive experience using Salesforce to manage queues, monitor staff activity, and respond to ticketsStrong customer service background, specifically in handling challenging escalations and reading the true intent behind customer inquiriesHigh level of professional maturity to oversee junior staff and directly follow up on delayed tasksExcellent written communication skills with the ability to convey strict rules professionallySelf-starter mentality; must be able to research and exhaust written resources and past case logs before escalating issues to senior managementPrior supervisory or team lead experienceIndustry background in higher education, testing centers, or legal complianceBenefitsA separate company laptop is not provided; you will be set up with a secure virtual machine to work from your own device.Company OverviewThe Midtown Group is a staffing and recruiting company specializing in temporary, contract, and direct hire placement services. It was founded in 1989, and is headquartered in Washington, District of Columbia, USA, with a workforce of 11-50 employees. Its website is http://themidtowngroup.com.