Customer Service Manager

JOIN THE TEAM THAT'S REDEFINING AUTOMOTIVE LIGHTING

ABOUT ORACLE LIGHTING

ORACLE Lighting is an industry-leading innovator in automotive and off-road lighting solutions, known for pushing the boundaries of technology and style. We're a passionate team on a mission to illuminate the road ahead and we're growing fast. If you're ready to lead from the front, inspire a team, and make a real impact, this is your moment.

THE OPPORTUNITY

We're looking for a dynamic, customer-obsessed Customer Service Manager to own and elevate our entire customer experience operation. You'll lead a team of remote Customer Service Agents, champion our brand in every interaction, and build the systems and culture that turn customers into lifelong ORACLE fans. This is a high-impact leadership role where your ideas matter, your results are visible, and your career can accelerate.

WHAT YOU'LL DO

Lead, coach, and energize a team of remote Customer Service Agents delivering fast, accurate, and empathetic service across phone, email, and live chat.

Own daily operations, balancing workloads and managing ticket distribution through platforms like eDesk to keep everything running like a well-tuned engine.

Be the go-to escalation expert, turning complex, high-stakes customer situations into positive, trust-building resolutions.

Track call volumes and service levels in real time, fine-tuning workflows to keep response times sharp and team productivity high.

Champion our 5-star review program by proposing incentives and sharing bi-weekly wins that celebrate the team's excellence.

Craft, review, and continuously improve customer service macros and scripts to ensure every interaction reflects our quality standards.

Dig into customer feedback from our 'Help Us Do Better' form and other touchpoints and turn insights into action plans.

Maintain and update internal tools to ensure customer insights flow seamlessly to the right teams.

Collaborate cross-functionally with other departments to keep communication tight and customer needs front-and-center.

Analyze and report on KPIs, including CSAT scores, response times, resolution rates, and agent performance to drive continuous improvement.

Identify process gaps and help develop SOPs and training programs that set the whole team up for success.

WHAT YOU BRING

Required:

Proven leadership experience in customer service or senior-level customer support.

Outstanding verbal and written communication skills to connect with people naturally and professionally.

A calm, solutions-focused approach when resolving escalated issues with empathy and tact.

Stellar time management and organizational chops. You thrive in fast-paced, multi-priority environments.

Hands-on experience with support platforms.

Analytical mindset with the ability to turn data into meaningful, performance-boosting decisions.

A leadership style that inspires accountability, personal growth, and a positive team culture.

Preferred (Bonus Points!):

Experience managing remote or outsourced customer service teams.

Background in the automotive or aftermarket parts industry.

Familiarity with Shopify, Slack, and integrated customer service ecosystems.

Passion for continuous improvement and a love of well-documented processes.

HOW WE MEASURE YOUR SUCCESS

High customer satisfaction and resolution rates that reflect genuine care.

Consistent positive feedback from customers and internal stakeholders.

A highly engaged, high-performing customer service team.

Efficient, optimized ticket and call volume management.

Ongoing service process improvements that elevate the entire customer experience.

WHY ORACLE LIGHTING?

Work for a recognized leader in automotive lighting innovation.

Be part of a culture that values bold ideas, team wins, and customer obsession.

Lead a motivated team and have a direct impact on how customers experience our brand.

A collaborative, energetic environment based out of Metairie, LA — at the heart of a vibrant community.

Ready to Light the Way Forward?

Apply now and join a team that's passionate about innovation, service, and making every customer