Customer Service Manager

We are looking for a Customer Service Manager to lead guest support operations for a growing brand in the restaurants and catering industry. This contract position with potential for a permanent role is based in Coppell, Texas, and focuses on strengthening guest satisfaction, improving service recovery outcomes, and turning feedback into meaningful operational improvements. The ideal candidate will bring strong communication, vendor management, and analytical skills to help elevate the overall guest experience across the organization.

Responsibilities:

• Direct the company’s guest feedback and service recovery efforts, setting priorities that support satisfaction, loyalty, and business goals.
• Oversee the external guest support provider by monitoring performance, reinforcing quality expectations, and ensuring timely resolution of guest concerns.
• Act as the main point of contact between internal teams and the guest service partner, guiding escalations, sharing feedback, and driving ongoing service enhancements.
• Manage the full lifecycle of guest communications, including complaints, questions, compliments, and recovery actions, with thoughtful and brand-aligned responses.
• Review guest feedback data to uncover patterns, highlight recurring issues, and partner with operations and field leadership on corrective actions.
• Maintain the guest feedback system with accurate records, reliable reporting, and consistent data quality standards.
• Create and refine response guidelines, communication templates, and messaging approaches that support consistency and protect brand reputation.
• Present feedback insights and practical recommendations to leadership to improve service delivery and the overall guest experience.
• Foster a culture centered on the guest by encouraging accountability, responsiveness, and continuous improvement across teams.
• Bachelor’s degree in communications, public relations, business, or a related field is preferred.
• At least 3 years of experience in guest relations, customer service, customer experience, brand support, or a similar function.
• Demonstrated success managing third-party vendors, outsourced service teams, or external support partners.
• Strong knowledge of customer satisfaction practices, service recovery methods, and escalation handling.
• Excellent verbal and written communication skills with the ability to work effectively across multiple levels of an organization.
• Solid analytical and problem-solving abilities, including experience identifying trends and recommending process improvements.
• Strong organizational skills with the ability to balance multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications such as Excel, Word, Outlook, and PowerPoint; experience in restaurant, hospitality, retail, franchise, or food and beverage environments is highly preferred.