Customer Care Manager

Lead with Purpose. Inspire Service Excellence. Create Outstanding Customer Experiences.

At zTrip, customer satisfaction is the driving force behind everything we do. Every phone call, reservation request, service question, and customer interaction is an opportunity to build trust and strengthen our reputation as a leader in transportation services.

We are seeking an experienced and motivated Customer Care Manager to lead our customer support operation, develop high-performing teams, and ensure an exceptional experience for every customer we serve. This role is ideal for a hands-on leader who thrives in a fast-paced environment, enjoys coaching and developing employees, and is passionate about delivering service that exceeds expectations.

If you're ready to lead a team, influence company performance, and make a direct impact on customer satisfaction, we invite you to join our growing organization.

Benefits & Perks

• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Professional Development Opportunities
• Leadership Training Programs
• Career Growth and Advancement
• Supportive Team Environment
• Stable Employment with a Growing Company
• Opportunity to Drive Meaningful Change

Position Overview

As the Customer Care Manager, you will oversee the daily operations of the customer support team, ensuring customers receive timely, professional, and solutions-focused service. You will be responsible for employee development, performance management, quality assurance, customer satisfaction initiatives, and operational effectiveness.

The successful candidate will balance customer advocacy with business objectives, creating an environment where both employees and customers feel valued and supported.

Key Responsibilities of a Customer Care Manager:

Customer Experience Leadership

• Champion a customer-first culture throughout the department.
• Ensure customer inquiries and concerns are handled with professionalism and urgency.
• Develop strategies that improve customer satisfaction, retention, and loyalty.
• Manage escalated customer issues and oversee service recovery efforts.
• Identify opportunities to enhance the overall customer journey.

Team Leadership & Development

• Recruit, train, coach, and mentor customer support team members.
• Establish clear performance expectations and accountability standards.
• Conduct regular performance evaluations, feedback sessions, and development planning.
• Foster a positive, collaborative, and results-driven work environment.
• Recognize and reward high performance while supporting employee growth.

Operational Management

• Oversee daily workflow, staffing levels, and team productivity.
• Ensure proper coverage to meet customer service demands.
• Monitor service levels and adjust resources as needed.
• Implement procedures that improve efficiency and service consistency.
• Support organizational initiatives and operational objectives.

Quality Assurance & Performance Improvement

• Monitor customer interactions to ensure quality standards are met.
• Analyze performance metrics, customer feedback, and service trends.
• Develop action plans to address performance gaps and improve outcomes.
• Establish and maintain best practices for customer care and communication.
• Drive continuous improvement initiatives across the department.

Cross-Department Collaboration

• Partner with operations, dispatch, driver support, recruiting, and leadership teams.
• Serve as a key communication link between customers and internal departments.
• Assist in identifying and resolving service challenges impacting customer satisfaction.
• Support company-wide initiatives focused on operational excellence and growth.

Reporting & Analytics

• Track and evaluate key performance indicators (KPIs).
• Prepare reports on customer satisfaction, team performance, response times, and service quality.
• Analyze trends and recommend operational improvements.
• Utilize data to support decision-making and workforce planning.
• Present performance updates and strategic recommendations to leadership.

Qualifications of a Customer Care Manager:

Required Experience

• Leadership experience in customer service, call center operations, customer support, hospitality, transportation, retail management, or related industries.
• Proven experience managing and developing employees.
• Strong communication, coaching, and interpersonal skills.
• Ability to handle complex customer concerns with professionalism and empathy.
• Strong organizational and time-management abilities.
• Experience utilizing customer service software, reporting tools, and Microsoft Office applications.
• Ability to thrive in a fast-paced, customer-focused environment.

Preferred Experience

• Background in transportation, logistics, hospitality, or service-based industries.
• Experience managing customer satisfaction initiatives and service quality programs.
• Knowledge of workforce scheduling and performance metrics.
• Experience leading process improvement projects.
• Familiarity with multi-channel customer support environments.

Core Competencies

• Customer Experience Management
• Leadership & Team Development
• Employee Coaching
• Customer Retention
• Conflict Resolution
• Quality Assurance
• Operational Excellence
• Performance Management
• Strategic Thinking
• Communication & Collaboration
• Problem Solving
• Relationship Building

What Success Looks Like as a Customer Care Manager:

As a Customer Care Manager, you will:

• Lead a highly engaged and service-focused team.
• Improve customer satisfaction and loyalty.
• Develop team members into confident and successful professionals.
• Create efficient workflows that support excellent service delivery.
• Resolve escalated concerns effectively and professionally.
• Strengthen collaboration between departments.
• Drive continuous improvement through coaching, data analysis, and innovation.
• Contribute directly to company growth and operational success.

Why Join zTrip?

At zTrip, exceptional customer experiences don't happen by accident. They are created by dedicated leaders who inspire teams, solve problems, and continuously raise the standard of service.

As a Customer Care Manager, you'll have the opportunity to shape the customer experience, develop talented employees, and influence the success of a nationally recognized transportation company. Your leadership will help ensure every customer interaction reflects the professionalism, reliability, and service excellence that define zTrip.

Apply Today

Join zTrip as a Customer Care Manager and lead a team committed to delivering outstanding service every day. If you're passionate about people, leadership, and customer experience, we want to hear from you.

Lead people. Elevate service. Make every customer interaction count.