About RYZE
At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mindhelping people everywhere unlock their highest potential. We're a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together.
The Role
We're looking for an experienced and people-focused Customer Service Manager to lead and continuously enhance our global customer and partner experience. You'll oversee daily operations across our contact centers, leveraging data insights, process improvements, and innovative methodologies to deliver best-in-class service.
In this role, you'll coach and develop a team of customer service professionals, manage escalations, and drive operational excellence. You'll foster a positive, collaborative environment while ensuring every customer interaction reflects RYZE's values of empathy, quality, and care.
What You'll Do
Leadership & Team Development
- Set clear goals, coach, and develop team members to maximize engagement, growth, and performance.
- Foster a collaborative, positive, and high-performance team culture.
- Guide the team in handling escalations and resolving complex customer issues efficiently and empathetically.
- Communicate departmental goals, performance expectations, and updates to ensure alignment and motivation.
Operational Excellence
- Oversee global contact center operations, ensuring quality, consistency, and adherence to SLAs across all channels.
- Manage team schedules and staffing plans to ensure optimal coverage, particularly during peak periods.
- Monitor and evaluate customer interactions for quality and compliance.
- Lead projects to identify and eliminate customer pain points, improving the overall service experience.
Performance Management & Analytics
- Track and analyze KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT/NPS).
- Utilize customer insights and analytics to inform strategy, optimize workflows, and enhance service quality.
- Prepare and present performance reports and recommendations to leadership.
Training & Continuous Improvement
- Partner with the training team to design and deliver onboarding and upskilling programs.
- Implement best practices in coaching, QA, and performance management.
- Collaborate with cross-functional partners to address recurring customer issues and improve process efficiency.
- Stay informed on industry trends and incorporate emerging technologies or methods that enhance service operations.
What We're Looking For
- High school diploma with 57 years of experience in customer service management; Bachelor's degree preferred.
- 5+ years of contact center leadership experience, ideally within an outsourced or multi-location environment.
- Proven success in leading high-performing customer service teams and managing day-to-day operations.
- Strong background in project management, process optimization, and workflow efficiency.
- Exceptional leadership, coaching, and team-building skills.
- Proficiency in data analytics and customer insights tools to drive continuous improvement.
- Excellent organizational and communication skills, with the ability to work cross-functionally.
- Adaptable and resourceful leader who thrives in a fast-paced, evolving environment.
- Experience with customer service platforms and CRM systems (e.g., Zendesk, Gorgias, or similar).
