Job Title: Customer Service Manager

Company: QuickStart Inc.
Location: United States (Remote / Hybrid / On-site – depending on business needs)
Employment Type: Full-Time
Department: Operations / Student Experience / Customer Success
Reports To: Director of Operations or Head of Customer Experience

Job Summary

QuickStart Inc. is seeking an experienced and highly motivated Customer Service Manager to lead and enhance our customer support operations. The ideal candidate will be responsible for managing customer service teams, improving customer satisfaction, and ensuring a seamless experience for learners, corporate clients, and partners across our training programs and digital platforms.

This role is critical to supporting QuickStart’s mission of delivering world-class IT training and workforce development solutions.

Key Responsibilities
    •    Lead, coach, and manage the customer service and student support teams to ensure exceptional service delivery
    •    Develop, implement, and monitor customer service policies, procedures, and performance metrics
    •    Serve as the escalation point for complex customer issues and ensure timely and effective resolution
    •    Oversee daily support operations across multiple channels (email, phone, chat, CRM, and LMS platforms)
    •    Collaborate with Sales, Training, Finance, and Product teams to improve the end-to-end customer experience
    •    Track and analyze customer feedback, KPIs, and service trends to drive continuous improvement
    •    Ensure accurate documentation, reporting, and compliance with company standards and data privacy policies
    •    Support onboarding and training of new customer service representatives
    •    Identify opportunities to enhance retention, satisfaction, and long-term customer relationships

Required Qualifications
    •    Bachelor’s degree in Business Administration, Communications, Management, or a related field (or equivalent experience)
    •    2+ years of customer service experience, with at least 2 years in a managerial or supervisory role
    •    Proven experience managing customer service teams in an online, education, SaaS, or IT-related environment
    •    Strong leadership, problem-solving, and conflict-resolution skills
    •    Excellent written and verbal communication skills
    •    Proficiency with CRM systems, ticketing tools, and customer support platforms
    •    Ability to analyze data, generate reports, and make data-driven decisions

Preferred Qualifications
    •    Experience in EdTech, IT training, or workforce development industries
    •    Familiarity with Learning Management Systems (LMS)
    •    Experience supporting enterprise or government clients
    •    Project management or process-improvement experience

Compensation (USA)
    •    Salary Range: $70,000 – $95,000 per year, based on experience, location, and qualifications
    •    Performance Bonuses: Eligibility for annual or quarterly performance-based bonuses

Benefits (USA Residents)
    •    Comprehensive Health, Dental, and Vision Insurance
    •    401(k) retirement plan with company match
    •    Paid Time Off (PTO) including vacation, sick leave, and company holidays
    •    Remote or Hybrid Work Options (role-dependent)
    •    Professional Development & Certification Support
    •    Access to QuickStart training programs and IT certifications
    •    Employee Assistance Program (EAP)
    •    Paid parental leave and wellness initiatives

Why Join QuickStart Inc.?

At QuickStart, you’ll be part of a fast-growing, innovative EdTech organization committed to transforming lives through technology education. We value collaboration, continuous learning, and delivering outstanding experiences for our customers and learners.