Customer Success Manager (Customer Service Team Leader)

Our client is seeking a Customer Success Manager (Customer Service Team Leader) to lead a customer-facing team serving the public across two office locations in the Beaufort County area.

This is a highly visible leadership role responsible for ensuring exceptional customer experiences, supporting frontline team members, and maintaining operational excellence in a fast-paced environment. The ideal candidate combines strong people leadership with a customer-first mindset, operational discipline, and a passion for developing others.

This position will oversee customer service operations across both the Beaufort and Bluffton offices and should expect to maintain a consistent presence at each location based on business needs and a coordinated schedule.

Our client is a highly respected, mission-driven organization dedicated to delivering exceptional service to the community. Their culture is built around professionalism, accountability, innovation, and a commitment to putting people first.

They believe customer service is more than completing transactions - it's about building trust, creating positive experiences, and serving others with excellence.

• Lead, coach, and develop a team of customer-facing professionals
• Foster a positive, accountable, and service-oriented culture
• Conduct performance coaching, feedback conversations, and employee development activities
• Assist with hiring, onboarding, training, and ongoing team development
• Identify training opportunities and support cross-functional growth within the team

• Ensure a consistently high-quality customer experience across all customer interactions
• Support team members in resolving escalated customer concerns and exceptions
• Monitor customer service standards and identify opportunities for continuous improvement
• Promote a culture centered on professionalism, empathy, and ownership

• Monitor daily customer service operations and workflow effectiveness
• Ensure adherence to organizational policies, procedures, and compliance requirements
• Review operational trends, metrics, and service data to identify opportunities for improvement
• Maintain and update procedural documentation as needed
• Support operational continuity between multiple office locations

• Provide leadership support across both Beaufort and Bluffton offices
• Maintain a regular presence in each location to support team members and operational needs
• Partner closely with organizational leadership to ensure alignment across offices

• Associate degree in Business, Management, or a related field, or equivalent leadership certification
• Minimum 7 years of experience in a professional customer service environment
• Minimum 4 years of leadership experience supervising direct reports in an office setting
• Proven experience coaching, developing, and managing employee performance
• Strong proficiency with Microsoft Office, including Excel and Outlook
• Excellent written and verbal communication skills
• Valid driver's license
• Ability to travel regularly between office locations

• Bachelor's degree in Business, Management, Public Administration, or a related field
• Experience leading customer service teams in government, financial services, banking, healthcare, or other high-volume service environments
• Experience managing customer escalations and complex service issues
• Process improvement and operational management experience

• A genuine passion for leading and developing people
• Strong conflict resolution and problem-solving abilities
• Ability to balance customer experience with operational efficiency
• Data-driven decision-making skills
• Exceptional organizational and follow-through capabilities
• A proactive leadership style that identifies and addresses issues before they become problems
• A growth mindset focused on continuous improvement

If you're an experienced customer service leader who enjoys developing teams, improving processes, and delivering exceptional service, we'd love to hear from you.