Manager, Customer Service & Operations

What You’ll Do

Team Leadership & Development

• Directly manage and grow a team of Customer Service and Operations ICs
• Coach, develop, and retain top performers; run regular 1:1s, set clear expectations, and hold the team accountable to high standards
• 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

Customer Service Operations

• Own the end-to-end customer service experience for Coast customers across phone and Zendesk channels
• 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

Customer Operations

• Oversee or partner closely on Customer Operations workflows including chargebacks, manual payments, and deal desk processes
• Ensure accuracy and speed in time-sensitive operational tasks, especially those with direct financial impact
• Identify inefficiencies as volume grows and build scalable solutions before problems compound

AI & Process Innovation

• Act as an AI-native operator: actively identify and implement tools, automations, and AI-assisted workflows that make the team faster and the customer experience better
• Build and maintain SOPs, playbooks, and operational documentation that outlast any individual on the team
• Continuously look for work that should be automated and then go automate it

Cross-Functional Collaboration

• Serve as the one of the voices of the customer internally. You will need to surface themes, escalations, and product feedback to Product, Engineering, and GTM teams
• Partner with Finance and Operations leadership on reporting, headcount planning, and quarterly goal-setting.
• Represent your team’s needs clearly and advocate for resources, tooling, and process changes that drive results

Requirements

• 4–6 years of experience in customer service, customer operations, or a related operational role
• 1–2 years of direct people management experience; experience managing through a period of significant team growth is a strong plus
• AI-native mindset: you’re already using AI tools in your daily work and you’re excited to push further
• Proficiency with customer service platforms; Zendesk experience strongly preferred
• Strong analytical instincts: comfortable pulling metrics, spotting trends, and translating data into operational decisions
• Excellent written and verbal communication — clear with your team, credible with leadership, and professional with customers
• Bias toward action and process-building; you don’t wait for someone to hand you a playbook
• Comfortable in ambiguity; you can build structure where none exists without losing momentum
• Experience in fintech, payments, B2B SaaS, or financial services preferred
• Salt Lake City based; able to be in-office 3–4 days per week

Compensation and Benefits

Salary range: $90,000 – $105,000 annually
Equity Grant: Meaningful potential upside given Coast’s early-stage trajectory

Benefits Overview:

• Medical, dental and vision insurance
• Flexible paid time off (vacation, personal well being, paid holidays)
• Tools to help manage your financial wellness, including webinars, access to an equity tax advisory service, and company-sponsored 401(k)
• Paid parental leave
• $400 accessories allowance (a keyboard, mouse, headphones, etc.)
• Education stipend
• Free lunch every Friday