Customer Support Manager

Customer Service Manager Operations & Experience

Location:Fort Worth, TX
Employment Type:Full-Time
Compensation:$90,000+ annually + performance-based bonuses

Overview

Lead a high-performing team in afast-paced, high-volume customer service environmentwhere consistency, accountability, and execution drive success.

Werelooking for a hands-on leader who knows how tobuild strong teams, manage performance, and delivera high-quality customer experienceatscale. This role is ideal for someone from hospitality, retail, orcustomer serviceleadership who thrives in structured environments and leads from the front.

No industry-specific experiencerequired full training provided.

WhatYoullDo

• Lead daily operations in ahigh-volume, customer-facing environment

• Manage, coach, and develop a team of 30+ employees

• Drive accountability toperformance metrics, service standards, and productivity goals

• Ensure every interaction isprofessional, efficient, and high-quality

• Overseescheduling, staffing, and workflow management

• Monitor and improveKPIs related to volume, efficiency, and customer experience

• Identifyoperational gaps and implementprocess improvements

• Step in as needed to support the team andmaintainservice levels

What This Role Feels Like

• Fast-paced environment wherepriorities shift and strong leadership is critical

• A mix ofpeople leadership and operational execution

• High standards success is measured byteam performance and consistency

• A role where you areactively coaching, problem-solving, and driving results daily

WhatWereLooking For

• 10+ years of leadership or operations experience incustomer service, hospitality, retail, call center, or similar environments

• Experience managinglarge teams (30+ employees)in high-volume settings

• Proven ability totrack, analyze, and improve KPIs

• Strong communicationskills with the ability tocoach, give feedback, and lead accountability conversations

• Comfortable working in astructured, process-driven environment

• Leadership style that ishands-on, performance-focused, and team-oriented

Preferred Background

• Upscale hospitality, restaurant, or hotel management

• Customer support leadership

• Retail or service environments withhigh standardsand performance expectations

• Experience leading teams throughgrowth, change, or scaling operations

About You

Youveworked in environments whereservice standardswerenon-negotiable. You know how to manage a busy operation, hold a team accountable, andmaintainquality even under pressure.

Yourecomfortable balancingpeopleleadership with performance management, and you take pride in building teams that deliver consistent, high-level results.

Compensation & Benefits

• $90,000+ base salary + performance-based bonuses

• Health, dental, and vision coverage (majority employer-paid)

• 401(k) retirement plan

• Paid time off: 10 days (15 after first year) + 10 paid holidays

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion ofa background checkand drug screening.