The Role
Leads an on-site call center customer success operation, managing supervisors and team leads while coaching employees and driving accountability. Oversees service levels, customer satisfaction, quality, productivity, staffing, and workforce planning. Uses performance data, AI-enabled tools, reporting systems, and process improvements to enhance efficiency and customer experience. Partners with HR and cross-functional leaders on recruiting, training, retention, technology adoption, compliance, organizational growth, and change management. Handles escalated customer issues and presents operational insights to senior leadership.
Summary Generated by Built In
Senior Manager, Customer Success
Key ResponsibilitiesLeadership & People Development
Expected Business Outcomes
Required Qualifications
Preferred Qualifications
Location: Fayetteville, Arkansas
Work Arrangement: Full-time, on-site
Department: Customer Service / Operations
Reports To: Director, Customer Success
Position SummaryWe are seeking an experienced and people-focused Senior Manager, Customer Success to lead our customer service operation in Fayetteville, Arkansas. This individual will be responsible for building and sustaining a high-performing operation, maintaining excellent service standards, and ensuring the call center operates efficiently and effectively. The position requires a hands-on leader who is comfortable working alongside the team, coaching employees, reviewing performance, and addressing operational challenges in real time.
- Lead major initiatives involving organizational growth, process redesign, AI, automation, customer experience, or call center technology. Lead, coach, and hold accountable frontline supervisors and team leads, while maintaining appropriate visibility and engagement with customer service representatives.
- Ensure supervisors consistently conduct coaching, performance reviews, recognition, and corrective action; directly manage performance for the Senior Manager’s direct reports. Present operational results, risks, and strategic recommendations to senior leadership.
- Partner with Human Resources and other leaders to recruit, onboard, train, and retain high-performing employees.
- Promote a positive, accountable, data-driven and customer-focused workplace culture.
- Serve as a trusted leader during periods of organizational change by providing clear communication, managing expectations, maintaining employee engagement, and ensuring operational stability throughout transitions.
- Own daily, weekly, and monthly operating reviews covering service levels, speed to answer, abandonment, customer satisfaction, first-contact resolution, quality, productivity, backlog, staffing, attendance, and employee turnover. Develop staffing plans and schedules that align optimal team coverage with anticipated call volumes and business needs with additional focus during peak periods including January.
- Identify performance trends, workflow issues, and opportunities to proactively improve the customer experience.
- Handle complex or escalated customer matters when leadership involvement is necessary.
- Ensure compliance with company policies and applicable legal, regulatory, privacy, and quality requirements.
- Leverage AI-enabled tools and data analytics to monitor operational performance against established goals, identify trends and root causes, and translate insights into actions that improve service, quality, and efficiency.
- Develop and maintain a strong understanding of the company's products, services, customers, and industry to effectively coach employees, support customer interactions, evaluate service quality, and partner with cross-functional teams.
- Support the implementation and effective use of call center technology, reporting tools, and customer relationship management systems.
- Ensure representatives have the information, systems, and resources needed to serve customers effectively.
- Develop and sustain a high-performing, engaged customer service organization through effective leadership, coaching, and employee development.
- Achieve or exceed established service level, quality, customer satisfaction, and operational performance goals (supported by quantifiable data) while maintaining a positive customer experience.
- Improve operational efficiency by identifying process improvements, leveraging technology, and implementing best practices that increase productivity and consistency.
- Develop a knowledgeable and adaptable team by fostering continuous learning of the company's products, services, and evolving business processes.
- Lead the organization successfully through growth and change by communicating effectively, managing expectations, and maintaining employee engagement and operational stability.
- Five or more years of direct experience managing a team of customer service representatives in a call center environment.
- Experience managing supervisors, team leads, or other people managers.
- Demonstrated experience coaching employees, managing performance, and creating accountability within a customer service team.
- Experience establishing, monitoring and improving call center performance metrics.
- Experience with workforce planning, quality assurance, employee training, or process improvement.
- Strong leadership, communication, organizational, and problem-solving skills.
- Ability to analyze performance data and translate findings into practical actions.
- Ability to manage competing priorities in a fast-paced, high-volume environment.
- Sound judgment and the ability to handle sensitive employee and customer situations professionally.
- Experience leading a growing or changing call center operation.
- Experience selecting, implementing, or optimizing call center technology.
- Bachelor’s degree in business administration, management, communications, or a related field, or an equivalent combination of education and relevant experience.
The successful candidate will demonstrate:
- Visible leadership: Maintains a consistent presence with the team and understands day-to-day operating conditions.
- Employee development: Builds employee capabilities through coaching, feedback, training, and career development.
- Accountability: Establishes measurable expectations and follows through consistently.
- Customer focus: Makes decisions with the quality and consistency of the customer experience in mind.
- Operational discipline: Uses data, processes, and planning to improve performance.
- Adaptability: Responds effectively to changing call volumes, staffing needs, priorities, and customer expectations.
- Collaboration: Works effectively across departments to solve problems and improve outcomes.
This position is based in Fayetteville, Arkansas, and is expected to work from the office every business day. Regular on-site presence is an essential part of the role because the leader will work directly with the customer service team, provide real-time coaching, monitor operations, and support employee development.
Equal Employment OpportunityZenwork is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.
Skills Required
- Five or more years of direct experience managing customer service representatives in a call center environment
- Experience managing supervisors, team leads, or other people managers
- Demonstrated experience coaching employees, managing performance, and creating accountability within a customer service team
- Experience establishing, monitoring, and improving call center performance metrics
- Experience with workforce planning, quality assurance, employee training, or process improvement
- Strong leadership, communication, organizational, and problem-solving skills
- Ability to analyze performance data and translate findings into practical actions
- Ability to manage competing priorities in a fast-paced, high-volume environment
- Sound judgment and ability to handle sensitive employee and customer situations professionally
- Experience leading a growing or changing call center operation
- Experience selecting, implementing, or optimizing call center technology
- Bachelor’s degree in business administration, management, communications, or a related field, or equivalent education and relevant experience
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The Company
What We Do
Zenwork, through its Tax1099 and Compliancely brands, is a fast-growing digital tax compliance and regulatory reporting technology company, with 10+ years of experience powering informational tax returns and compliance checks on behalf of its customers base. The company currently serves over 100,000 customers nationwide, including 30,000 CPA firms, as well as enterprise customers such as Allbirds, Berkshire Hathaway, GrowthForce, Rover, Deloitte, and others.
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