Note: The job is a remote job and is open to candidates in USA. Augustine Institute is seeking a reliable and organized Customer Service Manager to oversee daily customer support operations and manage two part-time customer service employees. This role is responsible for ensuring excellent customer experiences through responsive communication, account support, billing assistance, and proactive follow-up with customers regarding payment or account issues.

Responsibilities

• Provide exceptional customer service through inbound phone calls and email support
• Assist customers with account-related questions and updates
• Troubleshoot login and access issues for online platforms
• Respond to billing inquiries and payment-related concerns
• Process and manage customer account payments
• Maintain accurate customer records and account documentation
• Conduct outbound calls regarding failed credit card transactions or missed payments
• Follow up with customers to resolve outstanding account issues promptly and professionally
• Identify at-risk customer situations and escalate or hand off cases when necessary
• Perform daily administrative tasks related to customer accounts and support operations
• Monitor support inboxes, ticket queues, and customer communication channels
• Ensure timely and accurate documentation of customer interactions
• Assist in developing and improving customer service procedures and workflows
• Supervise and support two part-time customer service employees
• Assist with scheduling, training, and performance oversight
• Ensure team members maintain professionalism and high-quality customer interactions
• Help create a positive, collaborative, and efficient work environment
• Maintain KPIs to measure employee performance and analyze opportunities for growth

Skills

• 5+ years of customer service or customer support experience required
• Strong communication skills, both verbal and written
• Excellent organizational and multitasking abilities
• Comfortable handling sensitive customer and billing information
• Proficient with email, phone systems, CRM platforms, and online account management tools
• Ability to remain calm and professional in challenging customer situations
• Prior management or team leadership experience preferred
• Experience with billing systems or payment processing
• Problem-solving mindset with strong attention to detail
• Ability to prioritize tasks and manage multiple responsibilities efficiently

Benefits

• Competitive pay based on experience
• Opportunities for growth and advancement
• Supportive team environment

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