Customer Service Manager

Job DetailsJob Location: Clearwater Express Wash HQ - Montgomery, TX 77316Salary Range: $50,000.00 SalaryCustomer Service Manager/Lead Full-Time | In-Office | $50,000 annually About the Role We are looking for a strong people leader to manage our centralized Guest Experience team and help deliver a consistent, high-quality experience for guests across our growing network of car wash locations. This role leads the team responsible for handling inbound guest calls, emails, online inquiries, and service-related issues — while improving team performance, identifying recurring guest concerns, and partnering with Operations and other departments to resolve issues that impact the guest experience. This is more than a traditional customer service position. We're looking for a leader who can develop people, establish accountability, use data to identify opportunities, and continuously improve how we support our guests. What You'll Own Team Leadership & Development Lead, coach, motivate, and develop the Guest Experience team Establish clear performance expectations and hold team members accountable for results Provide ongoing coaching, feedback, and training to improve performance Participate in recruiting, onboarding, and training of Guest Experience representatives Build a positive, performance-driven team culture Customer Service & Guest Experience Oversee inbound guest calls, emails, and online inquiries to ensure accurate, timely, professional responses Handle escalated guest concerns requiring additional leadership support Identify recurring guest concerns and communicate trends to leadership Partner with Operations and other departments to resolve cross-functional issues Help turn guest feedback into actionable business improvements Performance & Operations Monitor guest contact volume and ensure appropriate staffing/coverage Track and improve KPIs including response time, resolution time, quality, and guest satisfaction Maintain accurate records of guest interactions, escalations, and resolutions Develop and implement processes, procedures, and service standards Assist with special projects and department initiatives as needed QualificationsRequired Qualifications 2+ years of experience in customer service, guest experience, call center, hospitality, retail, or another service-based environment At least 1 year of leadership, supervisory, or management experience Demonstrated ability to coach, motivate, and hold team members accountable Strong written and verbal communication skills Strong problem-solving and conflict-resolution abilities Ability to manage multiple priorities in a fast-paced, high-volume environment Comfortable using computers, email, CRM/customer service platforms, and business software Preferred Qualifications Experience managing a customer service, contact center, or Guest Experience team Experience in a multi-location retail, hospitality, automotive, or service-based organization Experience using CRM, ticketing, or customer service management platforms Experience tracking customer service KPIs and developing SOPs or training programs Work Requirements Full-time, in-office leadership position Ability to sit and work at a computer for extended periods Regular and reliable attendance required; schedule may vary based on business needs Compensation & Benefits Annual Salary: $50,000–$60,000, based on experience and qualifications Voluntary Dental, Vision, and Accident insurance through Mutual of Omaha, available to full-time employees (30+ hrs/week) working for Bluewave and Clearwater, and their eligible dependents Benefits elections made through the Paycom Portal during open enrollment