Job Description
Position Overview
The Customer Service Manager is responsible for planning, coordinating, and controlling the activities of the customer service and technical support team to maintain and enhance customer relationships while ensuring all support tickets are handled in compliance with company standards. This role combines leadership, compliance oversight, and technical expertise, with a key responsibility for integrating AI-driven solutions into Zoho CRM and ticketing systems to streamline workflows, improve responsiveness, and increase customer satisfaction.
Key Responsibilities
Customer Service Leadership
Develop and implement customer service policies, standards, and procedures.
Direct the daily operations of the customer service team, including scheduling, prioritizing, and delegating work tasks.
Review and manage customer complaints, ensuring proper resolution and tracking outcomes.
Handle escalated or complex customer service issues with professionalism.
Provide training and coaching to staff to ensure adherence to customer service standards and compliance requirements.
Ticket Compliance & Oversight
Monitor and oversee all customer support tickets, ensuring they meet compliance, timeliness, and priority requirements.
Enforce, follow, and update ticketing procedures as needed.
Ensure the accuracy of ticket reporting, database information, and related documentation.
Update and maintain the customer-facing Knowledge Base.
Track and analyze customer service data to identify trends, outputs, and areas for improvement.
AI & Systems Integration
Lead the integration of AI capabilities into Zoho CRM and ticketing workflows.
Deploy AI tools for automated ticket categorization, escalation, reporting, and customer self-service.
Continuously evaluate new technologies and implement improvements to enhance service quality and efficiency.
Train the team on the use of AI-enhanced systems and ensure adoption across customer support operations.
Collaboration & Operational Support
Liaise with company management to support organizational growth strategies and service initiatives.
Provide backup support for product training, upgrades, remote installation, and other operational needs.
Work closely with engineering, operations, and sales teams to align customer service with broader company goals.
Participate in product/service launch readiness activities relevant to customer support.
Education & Experience
Bachelor’s degree preferred.
5+ years of experience in customer service management, preferably in technology, SaaS, or technical services.
Proven experience managing CRM and ticketing platforms (Zoho required).
Demonstrated success integrating or managing AI-based automation tools.
Strong technical knowledge of software, hardware support, and customer service operations.
Key Competencies
Strong communication and leadership skills.
Customer service focus with a commitment to compliance and quality.
Problem analysis, decision-making, and accountability.
Ability to plan, organize, and prioritize effectively.
Initiative, flexibility, and adaptability to change.
Stress tolerance and resilience under pressure.
✅ This version carries forward Revcord’s structure and tone, while clearly layering in ticket compliance oversight and AI integration into Zoho as core responsibilities.
Do you want me to also format this into a Revcord-branded template (like the ones you uploaded, with headers, footer, and corporate styling), so you can drop it straight into your HR files?
Company Description...manufacturing and/ or Quality lab experience beneficial Physical ability twalk and stand for extended time, lift and carry a case of beer samples, use stairs and elevators frequently, and work in brewery environment (can include conditions from wet/cold tdusty/ hot)...
...role plays a key part in ensuring our product decisions are grounded in real user insights.Role OverviewWere looking for a UX Researcher to be the connective tissue between our users and our roadmap. You will:Proactively learn in the field (shadowing clinicians,...
Join to apply for the Data Scientist role at FundwellJoin to apply for the Data Scientist role at FundwellThis range is provided... ...company.Compensation Range: $110K - $160KSeniority level Seniority level Entry levelEmployment type Employment type Full-timeJob...
...Job Description Job Description We are seeking a detail-oriented and reliable Accounting Specialistto join our team in Summit County. In this key role, you will support financial best practices, ensure compliance with regulations, and support the organizations fiscal...
...Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while... ...Kansas. The role you'll contribute: The Registered Nurse (RN) coordinates the efforts of the multidisciplinary care team...