Customer Service Manager - Hospitality

Serenity is a well-established company specializing in delivering top-tier customer service within the hospitality industry. Located in Alexandria, VA, Serenity prides itself on creating exceptional customer experiences through a team-oriented approach and operational excellence. The company operates in a fast-paced, high-volume environment where attention to detail and high service standards are paramount. Serenity fosters a culture that values professionalism, accountability, and continuous improvement, aiming to be a leader in the hospitality service sector while offering a supportive and structured environment for its employees.

The role of Customer Service Manager at Serenity is pivotal to maintaining and elevating the company’s renowned customer service standards. This full-time position is designed for a hands-on leader with a strong background in hospitality, retail, call centers, or similar service-oriented industries. Offering a competitive annual base salary starting at $90,000 plus performance-based bonuses, the role demands a dynamic individual who can lead sizable teams, drive measurable performance improvements, and cultivate a five-star customer experience at scale.

As a Customer Service Manager, the successful candidate will lead daily operations within a high-volume, customer-facing setting, overseeing a team of more than 30 employees. The manager will be responsible for coaching, developing, and managing the team, ensuring that every customer interaction adheres to the company’s high standards of professionalism and efficiency. This role involves managing scheduling, staffing, and workflow to optimize productivity and service quality. Key performance indicators related to service quality, productivity, and customer satisfaction will be monitored closely and improved upon continuously.

The position requires a proactive approach, with the manager stepping in when necessary to support team members and maintain smooth operational flow. The ideal candidate thrives in structured environments, balancing operational excellence with people leadership to motivate and guide teams towards consistent top performance. This is a hands-on leadership role where the manager is actively involved on the floor, coaching in real time, and driving results with a keen focus on accountability and professionalism.

Candidates should have over ten years of experience in customer service leadership roles within hospitality, retail, call centers, or comparable high-volume settings. Managing large teams and improving performance metrics are essential skills for this role, alongside strong communication abilities to provide effective coaching and feedback. Preferred backgrounds include upscale hospitality, restaurant, or hotel management as well as customer support leadership in retail or service industries with high standards.

Serenity is committed to providing comprehensive training, so no industry-specific or clinical experience is required prior to employment. The organization emphasizes equal opportunity and requires successful completion of background checks and drug screenings. Benefits are substantial, including employer-paid health, dental, and vision insurance, a 401(k) retirement plan, paid time off, and paid holidays, making this an attractive opportunity for qualified candidates seeking a challenging yet rewarding career in customer service management within hospitality.