Customer Service Manager

About Group Bayport

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operating in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, PatioHQ and Neon Earth P. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

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Role Summary

This is a Head-level opportunity responsible for leading the Customer Service team based in Atlanta, U.S. The Manager will oversee day-to-day service operations, manage direct team members, and serve as a liaison to international customer support teams located in the U.S. and Manila. The Manager will ensure delivery of outstanding customer experiences and key operational metrics, partnering cross-functionally with Sales, Designers, Production, Technology, and Group Bayport’s global business units.

In addition to oversight of customer service functions, the Manager will also have administrative responsibilities including but not limited to collaboration on recruiting and onboarding U.S.-based Customer Service Sales, Service, and Design Advisors and will be responsible for overseeing payroll management and compliance for the service team.

Job Responsibilities

• Lead, develop, and coach the Atlanta-based Customer Service team, directly managing team members and supporting their career growth.
• Build and maintain strong working relationships with international customer service teams in the U.S., India, and Manila, ensuring consistent service standards and knowledge sharing.
• Manage U.S.-based Designers for Service, Support, and Pre-Order Queries.
• Drive inside sales initiatives by coaching the team to identify and capitalize on sales opportunities during customer interactions, enhancing customer engagement and revenue generation.
• Oversee payroll processes for assigned teams, ensuring accurate and timely records in compliance with company policies.
• Oversee day-to-day operations of customer support channels (phone, chat, email), setting and monitoring performance targets for AHT, C-SAT, FRT, Occupancy, and Quality.
• Drive continuous improvement initiatives to reduce missed calls / chats and improve customer satisfaction KPIs.
• Partner with cross-functional departments to elevate service experience and provide feedback for product or process enhancements.
• Monitor team attendance, attrition, and service-related metrics, preparing and presenting weekly / monthly reports to leadership.
• Ensure adherence to agreed-upon SLAs and RRR (Return, Reship, Refund) metrics for all customer touchpoints.
• Manage complex escalations and resolve customer issues, acting as the final point of escalation when required.

Job Requirements

Behavioral Skills

Technical Skills

Key Responsibility Areas (KRA) & KPIs

Group Bayport is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.