Customer Service Manager

ThriftBooks is the world's largest used book retailer. We believe in finding a new home for all used books and building the best team we can to do that. We believe in a workplace where respect for our employees matters and where safety comes first in all our decisions and planning. At ThriftBooks, your work will help get inexpensive books into the hands of people who need them instead of going into landfill. We strive to create a friendly work environment with high standards of performance and rewards for excellence. We started out small and we’re living proof that when people to do their best there are no limits.

If you want to learn about the intersection of technology, innovation, and good old-fashioned teamwork, we might be a good fit for you. Wherever you start in the company, our hope is that is a launching point to higher achievement. At ThriftBooks, your success is up to you.

As a Customer Service Manager, you will manage a team of Customer Service Representatives, all dedicated to serving our customer base through email, voice, chat, and social channels. Our ideal applicant will make a positive contribution to our quest to become the most customer centric used book company online. They will leverage their experience and skill to run a 24/7 contact center across all channels, owning scheduling, service levels, first contact resolution, quality, coaching, retention, and a dynamic workflow that supports an in-house hybrid workforce across multiple time-zones.

This role is pivotal in ensuring that our customer service department not only meets but exceeds customer expectations, contributing to the overall success and growth of the company.

WHAT YOU’LL DO:

• Help lead and support a high-performing 24/7 Customer Service team across phone, email, and chat channels.

• Coach, develop, and mentor team-leads and representatives to achieve individual and team performance goals.

• Monitor key performance indicators such as service level, response time, quality, customer satisfaction, productivity, and adherence.

• Identify trends, analyze performance data, and implement solutions that improve operational efficiency and the customer experience.

• Partner with leadership to develop staffing strategies and ensure appropriate coverage across all channels and shifts.

• Drive continuous improvement initiatives by evaluating workflows, identifying process gaps, and implementing scalable solutions.

• Maintain and optimize customer service tools, ticketing systems, knowledge bases, and other operational databases to improve efficiency and accuracy.

• Collaborate with Operations, IT, Product, Fulfillment, and other departments to resolve customer issues and improve internal processes.

• Ensure consistent application of company policies, service standards, and quality expectations.

• Assist in developing training materials, standard operating procedures, and knowledge management resources.

• Foster a positive, customer-first culture that promotes accountability, collaboration, and continuous learning.

• Oversee customer interactions across multiple channels for consistency and quality.

• Lead talent acquisition, training, and development efforts.

• Manage escalated customer issues and oversee fraud prevention strategies.

WHY YOU’LL LOVE IT HERE:

• Competitive compensation package

• Earn Paid Time Off at Accrual Rate of 15-days per year

• 6 Paid Holidays per calendar year

• Medical & Vision Insurance

• Dental Insurance

• Company paid STD/LTD

• Company paid Life Insurance

• Annual bonus incentive

• 401k match program

• Professional development & growth opportunities

• Work with nice, fun people

• FREE BOOKS!

TRAVEL: Up to 10% travel based on source of demand.

LOCATION: This is a hybrid, work-from-home and in-person position located in Dallas, TX. Applicants must be within driving distance of Dallas.

POSITION TYPE/EXPECTED HOURS: This is a salaried Full-time position. Successful applicants must be willing to work in a set shift pattern, including morning and afternoon hours. Weekend shift(s) are required for this position. Flexible work from home options available.

Applicants must be legally authorized to work in the United States. ThriftBooks is unable to provide employment visa sponsorship at this time. All candidates must be willing to authorize a pre-employment background check. All applicants agree to ThriftBooks' Privacy Notice for Employment-Related Personal Data: https://www.thriftbooks.com/s/employment-privacy-notice/

ThriftBooks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where all applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by applicable law. #COR80

If you are ready for your next big challenge, we would love to hear from you!

Qualifications

WHAT YOU'LL BRING:

• Bachelor’s degree in business administration, management, or a related field preferred.

• 6+ years of experience in customer service management, including developing and implementing effective strategies and leading high-performing teams.

• Experience leading high-volume customer support teams in a multi-channel environment (phone, email, and chat).

• Prior workforce planning and scheduling experience a plus.

• Demonstrated customer/client focus with attributes like courtesy, confidence, tact, patience, and diplomacy in handling complex problems.

• Strong leadership skills to motivate, coach, and develop team members, coupled with outstanding communication and interpersonal skills for building relationships across organizational levels.

• Experience with customer service software, CRM systems, and various technologies related to customer support and engagement, including proficiency in Microsoft Suite, CRMs, teleconferencing applications, and internal messaging systems.

• Excellent analytical and problem-solving abilities, with a keen eye for detail and proficiency in using data to inform decisions.

• Ability to take end-to-end ownership, coupled with excellent written and verbal communication skills, delivering concise and precise communication.