# Manager, Customer Service & Operations

**Company:** [Coast](https://hotfix.jobs/companies/coast)
**Location:** Salt Lake City, UT
**Role:** Customer Success
**Salary:** $90k – $105k/yr
**Experience:** 4+ years
**Skills:** Zendesk, AI Tools, Automation, Workflows, SOPs, Playbooks, Metrics Analysis, Customer Service Platforms, Chargebacks, Deal Desk
**Posted:** 2026-04-13

> Leads customer service and operations team, managing ICs, driving metrics like NPS and response times, and implementing AI/automation for efficiency in a fintech B2B payments company. Requires 4-6 years experience, 1-2 years people management, Zendesk proficiency, and Salt Lake City hybrid presence.

## Job Description

## 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

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