Group Bayport · 5 days ago
Customer Service Manager
Suwanee, GA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $90K/yr
5+ years expGroup Bayport is a rapidly growing global e-Commerce organization and an industry leader in print technology. They are seeking a Customer Service Manager to lead the Atlanta-based Customer Service team, manage day-to-day operations, and ensure outstanding customer experiences while collaborating with cross-functional teams.
E-CommercePrinting
Responsibilities
Lead, develop, and coach the Atlanta-based Customer Service team, directly managing team members and supporting their career growth
Build and maintain strong working relationships with international customer service teams in the U.S., India, and Manila, ensuring consistent service standards and knowledge sharing
Manage U.S.-based Designers for Service, Support, and Pre-Order Queries
Drive inside sales initiatives by coaching the team to identify and capitalize on sales opportunities during customer interactions, enhancing customer engagement and revenue generation
Oversee payroll processes for assigned teams, ensuring accurate and timely records in compliance with company policies
Oversee day-to-day operations of customer support channels (phone, chat, email), setting and monitoring performance targets for AHT, C-SAT, FRT, Occupancy, and Quality
Drive continuous improvement initiatives to reduce missed calls/chats and improve customer satisfaction KPIs
Partner with cross-functional departments to elevate service experience and provide feedback for product or process enhancements
Monitor team attendance, attrition, and service-related metrics, preparing and presenting weekly/monthly reports to leadership
Ensure adherence to agreed-upon SLAs and RRR (Return, Reship, Refund) metrics for all customer touchpoints
Manage complex escalations and resolve customer issues, acting as the final point of escalation when required
Qualification
Required
Bachelor's Degree or equivalent in Business, Communications, Marketing, or related field
5–10 years of team management experience in U.S.-based Customer Service Sales and Support Roles
Proven track record leading teams in the U.S. and collaborating with international teams globally
Demonstrated experience in inside sales, with a focus on driving customer engagement and sales outcomes through service interactions
Coordination across time zones as required
Excellent verbal and written communication skills
Strong organization and time management skills
Demonstrated leadership, coaching, and conflict resolution abilities
Ability to analyze complex issues and recommend process improvements
Strategic planning and project management skills
Commitment to high-quality customer experiences
Strong experience managing service operations via CRM, chat, and phone systems
Oversee payroll management and staff rostering experience
Expertise in tracking and improving CSAT, SLA, AHT, FRT, occupancy, and quality metrics
Proficient in MS Office, CRM software like Salesforce, web browsers
Preferred
Familiarity with onboarding creative/design team members preferred
Preferred experience in Ecommerce
Company
Group Bayport
Group Bayport is a global e-commerce leader in tailored products for individuals and companies.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Nishant Shah
Founder & CEO
Recent News
2025-06-09
Company data provided by crunchbase