[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.
Responsibilities
- Monitor Salesforce queues and the daily tasks of one to two junior staff members to ensure all service requests are completed on time
- Act as the primary escalation point for complex or sensitive customer inquiries, including emergency policy exception requests
- Apply highly detailed standard operating procedures to resolve nuanced cases
- Draft clear, firm, and compassionate correspondence to de-escalate customer concerns while strictly adhering to organizational policy
- Review updated policy documents to verify all required changes are accurately incorporated
- Track and monitor policy documents sent to external vendors for ADA compliance reviews
- Maintain established project trackers in Excel and navigate shared files via SharePoint
Skills
- Active experience using Salesforce to manage queues, monitor staff activity, and respond to tickets
- Strong customer service background, specifically in handling challenging escalations and reading the true intent behind customer inquiries
- High level of professional maturity to oversee junior staff and directly follow up on delayed tasks
- Excellent written communication skills with the ability to convey strict rules professionally
- Self-starter mentality; must be able to research and exhaust written resources and past case logs before escalating issues to senior management
- Prior supervisory or team lead experience
- Industry background in higher education, testing centers, or legal compliance
Benefits
- A separate company laptop is not provided; you will be set up with a secure virtual machine to work from your own device.
Company Overview