Customer Service Manager

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October 22

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Muvr

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Muvr is temporarily undergoing website maintenance due to high demand and exciting updates. The company encourages users to download their mobile app from the App Store or Google Play to receive instant quotes. Muvr appears to be associated with providing quotes for a specific service through their app.

11 - 50 employees

Founded 2023

📋 Description

• Lead, coach, and develop Team Leads and Customer Support Representatives. • Define, monitor, and achieve SLA and CSAT targets across all support channels. • Serve as escalation manager for complex, high-value, or compliance-sensitive cases. • Partner with Workforce Management (WFM) on forecasting, scheduling, and volume planning. • Review QA reports and drive continuous improvement in communication, compliance, and resolution quality. • Work cross-functionally with Ops, Product, and Central Ops to resolve systemic issues and influence process/policy changes. • Build reporting dashboards to track team performance and surface insights to leadership. • Drive initiatives to reduce escalations, improve retention, and increase trust in Muvr support.

🎯 Requirements

• 5+ years in customer service, with at least 2–3 years in a managerial role. • Experience in high-volume, fast-paced environments (logistics, marketplace, or SaaS strongly preferred). • Strong leadership and coaching skills, with a proven ability to build high-performing teams. • Data-driven mindset with experience using SLAs, CSAT, QA scores, and recontact rates to manage performance. • Excellent problem-solving skills and the ability to handle escalations with empathy and professionalism. • Strong cross-functional collaboration skills and experience working with Ops, Product, or Compliance teams.

🏖️ Benefits

• Competitive salary • Career growth opportunities in Operations and Central Ops leadership