Manager, Customer Service

**Save lives, from the workplace to anyplace.** The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a **Manager, Customer Service**to join us in our mission to save lives and prevent injuries. **Role:** The Manager, Customer Service leads the day\-to\-day operations of a fully remote, high\-performing, omnichannel contact center focused on delivering a world\-class customer experience across voice, chat, email, SMS, and digital channels. This role is responsible for driving service excellence, operational efficiency, and continuous improvement through data\-driven decision\-making, strong people leadership, and deep expertise in contact center technologies—particularly Five9\. This leader serves as a Five9 super\-user and internal expert, optimizing platform capabilities to enhance customer experience, agent productivity, and business outcomes. The ideal candidate combines strategic thinking with hands\-on execution and a passion for elevating customer service standards. **What You’ll Own:** **Omnichannel Contact Center Leadership** * Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self\-service). * Ensure consistent delivery of a seamless, high\-quality omnichannel customer experience aligned to company standards. * Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores. * Forecast demand and partner with workforce management to ensure optimal staffing across channels. * Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction. **Customer Experience Excellence** * Champion a customer\-first culture focused on empathy, responsiveness, and resolution. * Design and implement programs to achieve world\-class service benchmarks. * Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives. * Partner cross\-functionally (Products, Sales, IT) to address root causes and enhance the end\-to\-end customer journey. **Five9 Super\-User \& Technology Ownership** * Serve as the primary Five9 subject matter expert (SME) for the contact center. * Maintain Five9 functionality including: + IVR design and optimization + Call routing strategies (skills\-based routing, prioritization, overflow logic) + Campaign management (inbound/outbound/blended) + Agent desktop configuration and workflows + Digital channel integrations (chat, messaging, email) * Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends. * Troubleshoot system issues, coordinate with vendors, and ensure platform stability an