Customer Service Team Manager (Curator of Customer Experience) at Ron Turley Associates LLC

Glendale, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

26 Jun, 26

Salary

135000.0

Posted On

28 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Skills, Coaching, Process Management, Metrics Management, Strategic Vision, Software Applications, Team Leadership, Data Analysis, Problem Solving, AI Integration, Technical Understanding, Collaboration, Persuasive Communication, Analytical Skills, Ticketing Systems, SQL

Industry

Software Development

Description

Description Do you get excited when the call queue is empty? Do you strive to have 5-star ratings across your entire team? Does geeking out over TTFR, TTR, and handle time sound like your idea of a perfect afternoon? Do you dream of a world where AI handles the mundane so your team can focus on the meaningful? Do you believe customer service should be a profit center, not a cost center? If so, keep reading… I'm the CTO at RTA, and I'm looking for a Customer Service Team Manager to lead our dedicated and passionate CS team. This player/coach role balances great people skills, coaching, and process and metrics management, while always keeping the strategic vision of the department in mind. Here's something you won't find everywhere: our engineers, QA team, and Product Managers work right alongside Customer Service. When a customer has a problem, we solve it together — we don't play ticket tag. If this sounds like your kind of gig, you could be the Ted Lasso to our AFC Richmond! Read on and apply! What We're Looking For In general, someone who: Feels at home being a member of a healthy team. This means you aren't afraid to mix it up or be held accountable by others, and you are willing to hold others accountable as well. People with trust issues and insecurity need not apply. No, seriously. Passionately cares about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day. Thinks of themselves less, while not thinking less of themselves. They are other-centric, compassionate, and self-assured. Is willing to lift boxes, clean floors, and hold doors if that's what it takes to get something done, because no job is beneath them. Takes ownership and initiative in their job. They identify how to make processes and products better without waiting to be told. Loves to read, learn, grow, and stretch themselves through goal setting and daily habits. Bonus points for each book you've read by Patrick Lencioni! Is constantly looking for more: more to learn, more to do, and more opportunity to grow. Specifically for This Role, Someone Who: Combines excellent service skills and the ability to assist clients through software applications that are diverse and complex. Has experience leading and managing a customer service team for a software product, and loves helping others excel in their work. Understands the value of metrics, knows what to track, how to track it, and is able to make strategic decisions based on the data. Purposely and relentlessly seeks and destroys all obstacles blocking the success of the team and the company. Think of yourself as part coach, part bulldozer. Embraces the changes AI is bringing to the Customer Service realm and actively incorporates AI into their customer-facing and internal reporting strategy. Runs Customer Service teams that are cost neutral or generate income (e.g., Premium Support). If you've turned a support org from a cost center into a revenue contributor, we want to hear your story. Can understand technical problems and coach both the Tier 1 and the Tier 2 team. You don't need to write SQL, but you should know why your team does. Passionately cares about their team, and works collaboratively with them to work towards solutions — not just hand down mandates. Wants to participate in a leadership team that constantly challenges and stretches each other's abilities. We don't do echo chambers here. Does this sound like you? Let's talk! Key Results Areas (aka the Job Outcomes) Maintains a 4.9 or greater CSAT rating across all teams. Manages and improves TTFR, TTR, and HT — and you already knew what those mean without using ChatGPT. Demonstrably impacts the quality of the product and the future roadmap through collaboration with the Product Management and Engineering teams. Yes, we actually do this. Understands the value of product improvement to reduce support load, and can maintain that as a focus. Feeling confident that this is in your wheelhouse? Let's put that to the test! Skills and Qualifications OK, the "boring" HR part that looks like every other posting out there, but it's necessary: Persuasive personality skills — you can rally a team and calm a frustrated customer in the same breath Voracious verbal communicator — say that five times fast Awesome analytical skills Terrific at ticketing systems (bonus points for Jira and/or Intercom) Background in B2B technical software customer support Lead and managed a support team of at least 5 people SQL doesn’t scare you API's/Integrations - yes please Has an AI strategy, not just an AI curiosity The Bottom Line You've made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service, a passion for metrics, and a deep belief that the best support teams don't just react — they make the product better. Total compensation for the role is between $110k and $135k DOE. This is a full-time, in office role. About Us RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them. Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company. We offer some pretty unique perks and benefits, as well as all the standard ones. However this role is a hybrid role with the following requirements: Ability to sit or stand for extended periods Ability to work at a computer for prolonged periods Ability to travel up to 10% (minimal travel based on business needs) Why Top Talent Chooses RTA We invest in our people - period. 401(k) + 6% Safe Harbor match (100% vested day one) Cigna PPO or HSA options with company contributions ($780–$1,950/year) Garner Health (HRA): up to $1,000 individual / $2,000 family Wellness rewards up to $350/year Virtual care + mental health support when you need it Access to legal plans, ID theft, EAP, STD & LTD benefits …and more perks and discounts designed to support you. The part we’re most proud of 99% of employees say RTA is a Great Place to Work - Great Place to Work Certified (3 years running) We’ve also had 30% ARR growth — 2 years straight, and We are an AI-forward company — we build for the future Big growth. Real benefits. Strong culture. A team that actually delivers. Heading to RTA HQ? Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions. If all of this sounds like you, and your type of company, then click apply! Seriously, we've asked you five times, and you are still reading. Maybe you're just thorough — and honestly, that's exactly what we need in this role. Now stop reading and start applying. We'll bring the desserts. Reasonable Accommodation RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please let us know. Equal Employment Opportunity RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. Requirements We cannot accept any student visas or provide sponsorship at this time.

Responsibilities

This player/coach role involves balancing strong people skills, coaching abilities, and process/metrics management while maintaining the department's strategic vision. Key outcomes include maintaining high CSAT ratings, improving key metrics like TTFR, TTR, and HT, and significantly impacting product quality through cross-functional collaboration.