Customer Service Manager
ThriftBooks
- Location
- Dallas, TX (Hybrid)
- Posted
- November 2, 2026
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Sign inJob Description
As a Customer Service Manager, you will manage a team of Customer Service Representatives, all dedicated to serving our customer base through email, voice, chat, and social channels. Our ideal applicant will make a positive contribution to our quest to become the most customer centric used book company online.
They will leverage their experience and skill to run a 24/7 contact center across all channels, owning scheduling, service levels, first contact resolution, quality, coaching, retention, and a dynamic workflow that supports an in-house hybrid workforce across multiple time-zones. This role is pivotal in ensuring that our customer service department not only meets but exceeds customer expectations, contributing to the overall success and growth of the company.
What you'll do
- Help lead and support a high-performing 24/7 Customer Service team across phone, email, and chat channels
- Coach, develop, and mentor team-leads and representatives to achieve individual and team performance goals
- Monitor key performance indicators such as service level, response time, quality, customer satisfaction, productivity, and adherence
- Identify trends, analyze performance data, and implement solutions that improve operational efficiency and the customer experience
- Partner with leadership to develop staffing strategies and ensure appropriate coverage across all channels and shifts
- Drive continuous improvement initiatives by evaluating workflows, identifying process gaps, and implementing scalable solutions
- Maintain and optimize customer service tools, ticketing systems, knowledge bases, and other operational databases to improve efficiency and accuracy
- Collaborate with Operations, IT, Product, Fulfillment, and other departments to resolve customer issues and improve internal processes
- Ensure consistent application of company policies, service standards, and quality expectations
- Assist in developing training materials, standard operating procedures, and knowledge management resources
- Foster a positive, customer-first culture that promotes accountability, collaboration, and continuous learning
- Oversee customer interactions across multiple channels for consistency and quality
- Lead talent acquisition, training, and development efforts
- Manage escalated customer issues and oversee fraud prevention strategies
Compensation and Benefits
- Competitive compensation package
- Earn Paid Time Off at Accrual Rate of 15-days per year
- 6 Paid Holidays per calendar year
- Medical & Vision Insurance
- Dental Insurance
- Company paid STD/LTD
- Company paid Life Insurance
- Annual bonus incentive
- 401k match program
- Professional development & growth opportunities
- Work with nice, fun people
- FREE BOOKS!
Travel
- Up to 10% travel based on source of demand
Location
- This is a hybrid, work-from-home and in-person position located in Dallas, TX
- Applicants must be within driving distance of Dallas
Position type/Expected hours
- This is a salaried Full-time position
- Successful applicants must be willing to work in a set shift pattern, including morning and afternoon hours
- Weekend shift(s) are required for this position
- Flexible work from home options available
- Applicants must be legally authorized to work in the United States
- ThriftBooks is unable to provide employment visa sponsorship at this time
- All candidates must be willing to authorize a pre-employment background check
- All applicants agree to ThriftBooks' Privacy Notice for Employment-Related Personal Data: https://www.thriftbooks.com/s/employment-privacy-notice/
