[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.
Responsibilities
- Provide exceptional customer service through inbound phone calls and email support
- Assist customers with account-related questions and updates
- Troubleshoot login and access issues for online platforms
- Respond to billing inquiries and payment-related concerns
- Process and manage customer account payments
- Maintain accurate customer records and account documentation
- Conduct outbound calls regarding failed credit card transactions or missed payments
- Follow up with customers to resolve outstanding account issues promptly and professionally
- Identify at-risk customer situations and escalate or hand off cases when necessary
- Perform daily administrative tasks related to customer accounts and support operations
- Monitor support inboxes, ticket queues, and customer communication channels
- Ensure timely and accurate documentation of customer interactions
- Assist in developing and improving customer service procedures and workflows
- Supervise and support two part-time customer service employees
- Assist with scheduling, training, and performance oversight
- Ensure team members maintain professionalism and high-quality customer interactions
- Help create a positive, collaborative, and efficient work environment
- Maintain KPIs to measure employee performance and analyze opportunities for growth
Skills
- 5+ years of customer service or customer support experience required
- Strong communication skills, both verbal and written
- Excellent organizational and multitasking abilities
- Comfortable handling sensitive customer and billing information
- Proficient with email, phone systems, CRM platforms, and online account management tools
- Ability to remain calm and professional in challenging customer situations
- Prior management or team leadership experience preferred
- Experience with billing systems or payment processing
- Problem-solving mindset with strong attention to detail
- Ability to prioritize tasks and manage multiple responsibilities efficiently
Benefits
- Competitive pay based on experience
- Opportunities for growth and advancement
- Supportive team environment
Company Overview