Coast
Manager, Customer Service & Operations
Salt Lake City, UT
Sponsorship not specified$90k-$105kDetected 99 days ago
TaxCustomer SupportZendeskLeadershipCommunicationCollaboration
About the role
- We want someone who brings an AI-native mindset to operations: actively looking for ways to use tools, automation, and smart workflows to make the team more efficient and the customer experience better.
- You'll be joining at an inflection point, and you'll have real influence over how this function is built.
- Flexible paid time off (vacation, personal well being, paid holidays)
Responsibilities
- Directly manage and grow a team of Customer Service and Operations ICs
- Coach, develop, and retain top performers
- Partner with Recruiting and People Ops to build hiring pipelines and onboard new team members as the function scales
- Build a team culture defined by responsiveness, ownership, and continuous improvement
- Drive performance against key metrics: missed call rate, Zendesk first reply rate, and customer NPS
- Build and continuously improve workflows, escalation paths, and playbooks. Nothing is too sacred to revisit
- Oversee or partner closely on Customer Operations workflows including chargebacks, manual payments, and deal desk processes
- Identify inefficiencies as volume grows and build scalable solutions before problems compound
- We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply.
- Bias toward action and process-building; you don't wait for someone to hand you a playbook
Requirements
- 4-6 years of experience in customer service, customer operations, or a related operational role
Nice to have
- Proficiency with customer service platforms
- Zendesk experience strongly preferred
- experience managing through a period of significant team growth is a strong plus
- Experience in fintech, payments, B2B SaaS, or financial services preferred
- 1-2 years of direct people management experience
Skills
- What is Coast
- Continuously look for work that should be automated and then go automate it
- Cross-Functional Collaboration
Compensation
- $90,000 - $105,000 annually
- Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes benefits, signing bonus, and equity.
- Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Coast employees.
Benefits
- Medical, dental and vision insurance
- Tools to help manage your financial wellness, including webinars, access to an equity tax advisory service, and company-sponsored 401(k)
- Equity Grant: Meaningful potential upside given Coast's early-stage trajectory
- Benefits Overview:
- Paid parental leave
Company info
- Own the end-to-end customer service experience for Coast customers across phone and Zendesk channels
- Excellent written and verbal communication - clear with your team, credible with leadership, and professional with customers
This listing is sourced directly from Coast's careers page and normalized into a canonical job model.