Position Details:
- This position reports to the Operations Manager.
- Direct reports: 3 to 4 (Customer Support Representatives, Accounts Receivable / Disputes Specialist).
- Department: Operations, Customer Experience.
- Status: Full-time.
About This Role:
- We are looking for a Customer Experience Manager to own the post-service side of our business: the moment something goes wrong, and the moment money is owed.
- This role leads a small team responsible for two connected functions.
- The first is resolving customer issues, including damage claims, refunds, and escalations.
- The second is protecting revenue through credit card disputes, accounts receivable, and collections.
- Today these responsibilities are split across our Operations team, which has stretched our leadership thin.
- You will take full ownership of them.
- This is a hands-on management role.
- You will coach a team of three to four, but you will also personally handle the hardest escalations and the highest-dollar disputes.
- If you like clean processes, direct customer contact, and measurable outcomes, this is a good fit.
Team Leadership:
- Manage and develop a team of three to four specialists across customer support and receivables.
- Set daily priorities, monitor queue health, and ensure nothing sits unresolved.
- Run regular one-on-ones, handle performance management, and onboard new team members.
- Build and maintain response-time and resolution standards, and hold the team to them.
Customer Support and Claims:
- Own the damage claims process end to end: intake, investigation, valuation, settlement, and closure.
- Approve refunds and credits within an established authority threshold, and escalate above it.
- Serve as the final internal escalation point before the Operations Manager.
- Personally handle high-severity, high-value, or reputationally sensitive customer situations.
- Coordinate with Pod Leaders and Dispatch to investigate what actually happened on a job.
Revenue Protection and Receivables:
- Oversee credit card dispute and chargeback responses, including evidence packages and rebuttal narratives.
- Manage the accounts receivable aging report and drive down days sales outstanding.
- Set and enforce the collections cadence, including reminders, escalation steps, and write-off or third-party referral criteria.
- Track dispute win rates and identify the operational root causes behind repeat losses.
Process and Reporting:
- Report weekly to the Operations Manager on claims volume, resolution time, refund dollars, AR aging, and dispute outcomes.
- Identify patterns in complaints and claims, and bring operational fixes to leadership rather than just absorbing the volume.
- Document and maintain SOPs, templates, and escalation paths for the team.
- Partner with Operations on service-recovery decisions that affect crew or scheduling.
Required Qualifications:
- Three or more years in customer support, claims, client services, or collections, with at least one year supervising others.
- Demonstrated experience handling escalated customers directly, in writing and by phone.
- Working knowledge of credit card dispute and chargeback processes.
- Strong written communication, with the ability to build a factual, persuasive case from messy evidence.
- Comfort with numbers, including aging reports, resolution metrics, and refund and claim dollar tracking.
- Organized and self-directed, able to run a queue without being managed closely.
Preferred Qualifications:
- Experience in moving, logistics, home services, or another operationally complex service business.
- Familiarity with claims valuation or insurance and liability concepts.
- Experience implementing or improving a support or collections process from scratch.
- Proficiency with CRM, ticketing, and payment platforms.
Who Thrives Here:
- Even-tempered under pressure, and does not take angry customers personally.
- Fair but firm, willing to say no to an unreasonable refund request and hold a position on a legitimate debt.
- Systems-minded, and fixes the cause rather than the symptom.
- Coaches the team rather than doing everything personally.
Success in the First 90 Days - Days 1 to 30:
- Learn our service model, common claim types, and current escalation paths.
- Meet every team member and understand each person's workload and pain points.
- Take over the escalation queue currently sitting with the Assistant to the Operations Manager.
- Produce a baseline snapshot of open claims, average resolution time, AR aging, and current dispute win rate.
Success in the First 90 Days - Days 31 to 60:
- Establish response-time and resolution standards, and get the team operating against them.
- Standardize the claims intake and chargeback rebuttal process with documented templates.
- Present a collections cadence and write-off policy to the Operations Manager for approval.
Success in the First 90 Days - Days 61 to 90:
- Clear the backlog of aged claims and receivables.
- Deliver the first monthly report on claims and revenue-recovery trends, including root-cause findings.
- Recommend staffing, tooling, or process changes for the following quarter.
