Customer Service Manager

ThriftBooks is the world’s largest used book retailer, dedicated to providing affordable books to readers everywhere while promoting sustainability by keeping books out of landfills. The company values a respectful workplace where employees are encouraged to grow through internal promotions, safety is prioritized, and excellence is rewarded. ThriftBooks began as a small operation but has grown significantly by fostering a culture that encourages people to do their best work. This steady growth is driven by a combination of innovation, the integration of technology, and a strong team-oriented approach. The company is committed to creating a friendly work environment, which balances high performance standards with recognition and support for employee achievements. At ThriftBooks, each employee’s work contributes directly to the company’s mission of making books accessible and affordable to all.

The role of Customer Service Manager at ThriftBooks is a critical leadership position responsible for overseeing a dedicated team of Customer Service Representatives. This team interacts with customers through various channels including email, voice, chat, and social media, ensuring that every interaction reflects the company’s goal of being the most customer-centric used book company online. The Customer Service Manager will manage a 24/7 contact center environment that operates across multiple time zones with an in-house hybrid workforce. Key responsibilities include managing scheduling, maintaining service levels, increasing first contact resolution rates, monitoring quality, coaching team members, improving retention, and driving dynamic workflows.

This role requires an experienced leader who can develop and implement strategies aligned with company objectives, oversee consistent and high-quality customer service across all channels, and analyze feedback to foster continuous improvement. The successful candidate will lead efforts in talent acquisition, training, and development while coordinating optimal staffing to ensure operational efficiency. Handling escalated customer issues with professionalism and overseeing fraud prevention strategies are also critical aspects of this position. In addition to strategic leadership, the role involves collaboration with other teams to enhance customer service systems and technology, helping ThriftBooks stay at the forefront of customer engagement tools and practices.

The position is full-time, salaried, and located in Dallas, TX, with a hybrid work model allowing a balance of remote and in-person work. Shift flexibility including weekend work is required. The role offers competitive compensation and a comprehensive benefits package including paid time off, holidays, medical, dental, and vision insurance, company-paid short-term and long-term disability insurance, life insurance, annual bonuses, a 401k match program, and professional development opportunities. This role offers not only a chance to lead a committed team but also to contribute significantly to a growing company that values innovation, teamwork, and sustainability.