Manager of Customer Service and Support

Manager of Customer Service & Scheduling

📍 In-Office | Full-Time | Salary + Bonus
📊 Reports to: Director of Operations

Lead the Experience. Drive the Execution. Make an Impact.

Are you a customer-focused leader who thrives at the intersection of operations, people leadership, and problem solving? Do you enjoy building efficient systems while delivering exceptional customer experiences?

We’re looking for a Manager of Customer Service & Scheduling to lead a high-performing team responsible for coordinating project schedules, supporting installation success, and ensuring every customer interaction reflects excellence.

This role is ideal for a proactive leader who can balance strategy and execution, elevate team performance, and keep operations running smoothly from start to finish.

🚀 What You’ll Do

Operations & Scheduling Leadership

• Oversee scheduling for all project tasks and post-installation service cases
• Coordinate installation and service schedules to ensure on-time completion
• Communicate project timelines and responsibilities to field teams
• Assist in troubleshooting installation-related challenges
• Provide regular progress updates and reporting to leadership

Customer Experience Excellence

• Manage and resolve complex or escalated customer concerns
• Ensure timely triage, communication, and issue resolution
• Champion a customer-centric culture rooted in empathy and accountability
• Maintain clear communication with clients and internal stakeholders

Cross-Functional Collaboration

• Partner with Operations, Sales, and Procurement teams to improve workflows
• Identify opportunities to enhance efficiency and customer satisfaction

Team Leadership & Development

• Lead, coach, and develop the Customer Service & Scheduling team
• Interview, hire, and onboard new team members
• Conduct regular 1:1 meetings and performance evaluations
• Address performance gaps through coaching and performance management
• Support corrective actions consistent with company policies

⭐ What You Bring

• 5+ years of progressive leadership experience in Customer Service or Field Operations
• Proven ability to coach, mentor, and lead teams successfully
• Strong analytical thinking and problem-solving skills
• Exceptional organization, planning, and time management abilities
• Detail-oriented mindset with a passion for customer experience
• Ability to manage competing priorities in a fast-paced environment

🎓 Education & Experience

• Bachelor’s degree in Business, Project Management, or related field
  (or equivalent professional experience)

🌱 Why Join Us?

At Ethical Energy, you’ll join a collaborative team committed to operational excellence, innovation, and delivering outstanding service to our customers. You’ll have the opportunity to shape processes, develop people, and directly influence customer satisfaction and business success.