Customer Service Manager

Job description

Role Overview Sodexo InReach is seeking a Customer Service Manage r in Austin, Texas This is a hybrid role with two days at home and three in the office The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach’s Vending and Office Coffee Service (OCS) operations. This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination. The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams. This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool. What You'll Do: SLA adherence for response and resolution times - Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issue...