Customer Service Manager

Job Details: Job Location: Clearwater Express Wash HQ - Montgomery, TX, Salary Range: $50000.00Salary, Customer Service Manager/Lead
Full-Time | In-Office | $50,000 annually

About the Role
We are looking for a strong people leader to manage our centralized Guest Experience team and help deliver a consistent, high-quality experience for guests across our growing network of car wash locations. This role leads the team responsible for handling inbound guest calls, emails, online inquiries, and service-related issues — while improving team performance, identifying recurring guest concerns, and partnering with Operations and other departments to resolve issues that impact the guest experience.

This is more than a traditional customer service position. We're looking for a leader who can develop people, establish accountability, use data to identify opportunities, and continuously improve how we support our guests.

What You'll Own

Team Leadership & Development

Lead, coach, motivate, and develop the Guest Experience team
Establish clear performance expectations and hold team members accountable for results
Provide ongoing coaching, feedback, and training to improve performance
Participate in recruiting, onboarding, and training of Guest Experience representatives
Build a positive, performance-driven team culture

Customer Service & Guest Experience

Oversee inbound guest calls, emails, and online inquiries to ensure accurate, timely, professional responses
Handle escalated guest concerns requiring additional leadership support
Identify recurring guest concerns and communicate trends to leadership
Partner with Operations and other departments to resolve cross-functional issues
Help turn guest feedback into actionable business improvements

Performance & Operations

Monitor guest contact volume and ensure appropriate staffing/coverage
Track and improve KPIs including response time, resolution time, quality, and guest satisfaction
Maintain accurate records of guest interactions, escalations, and resolutions
Develop and implement processes, procedures, and service standards
Assist with special projects and department initiatives as needed

Qualifications: Required Qualifications

2+ years of experience in customer service, guest experience, call center, hospitality, retail, or another service-based environment
At least 1 year of leadership, supervisory, or management experience
Demonstrated ability to coach, motivate, and hold team members accountable
Strong written and verbal communication skills
Strong problem-solving and conflict-resolution abilities
Ability to manage multiple priorities in a fast-paced, high-volume environment
Comfortable using computers, email, CRM/customer service platforms, and business software

Preferred Qualifications

Experience managing a customer service, contact center, or Guest Experience team
Experience in a multi-location retail, hospitality, automotive, or service-based organization
Experience using CRM, ticketing, or customer service management platforms
Experience tracking customer service KPIs and developing SOPs or training programs

Work Requirements

Full-time, in-office leadership position
Ability to sit and work at a computer for extended periods
Regular and reliable attendance required; schedule may vary based on business needs

Compensation & Benefits

Annual Salary: $50,000–$60,000, based on experience and qualifications
Voluntary Dental, Vision, and Accident insurance through Mutual of Omaha, available to full-time employees (30+ hrs/week) working for Bluewave and Clearwater, and their eligible dependents
Benefits elections made through the Paycom Portal during open enrollment