Customer Service Manager

Customer Service Manager

At WhiteWater Express, we are more than just a car wash; we are a company built on respect, communication, and a passion for people. Our dedicated team members are leaders within the company, and we believe that personal growth is the key to our organizational success. If you are a self-starter, motivated, and ready to take on new challenges, we want you to succeed with us, as a part of a rapidly growing business.

Location: 106 Vintage Park Blvd., Suite 100, Houston, TX 77070

Position Overview
We are looking for an experienced and dynamic Customer Service Department Manager to lead our customer service team, serving the needs of our hundreds of thousands of members as well as single wash customers. This individual will be responsible for overseeing customer service daily operations, developing team members, optimizing workflows, and ensuring a high level of customer satisfaction across all WhiteWater Express Car Wash locations. The ideal candidate has a strong background in customer service for a multi-unit retailer or B2C environment using software and has a track record of managing a team.

This role is based in our Houston, TX corporate office and will report to the Director of Branding.

Key Responsibilities

• Lead, mentor, and develop the customer service team to meet daily response expectations for customer and Unlimited Speed Club member inquiries via a ticketing system, phone, email and web.
• Oversee the day-to-day operations of the customer service team, ensuring service level agreements and quality standards are met, attendance is consistent and team members are growing in their roles, providing direct customer support in coordination with the team.
• Work with IT team to maintain our customer service software solution.
• Conduct regular performance reviews, establish improvement plans, and monitor progress to achieve desired outcomes.
• Implement and improve policies, procedures, and workflows to increase efficiency and consistency in customer support.
• Collaborate within the marketing team and operations to address customer needs and feedback.
• Manage customer escalations with professionalism and focus on resolution and retention.

Reporting & Insights

• Analyze all customer service data to identify trends, improve response times, and enhance customer satisfaction.
• Monitor performance metrics (response time, resolution time, customer issues, etc.) and maintain regular reporting.
• Stay current with industry best practices and emerging customer service technologies.

Qualifications

• 5+ years of customer service management experience, preferably in corporate retail service or B2C company.
• Proven experience leading, coaching, and developing teams.
• Excellent written and verbal communication skills.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Experience with automated/digital customer service platforms is required.
• Passionate about delivering outstanding customer experiences and supporting a growing brand.

Benefits

• Competitive Compensation
• Comprehensive Health Benefits (Medical, Dental & Vision)
• Pet Insurance available
• Employees accrue Paid Time Off from their first day of employment. The company also observes paid holidays.
• 401(k) Retirement Plan with Company Match
• Company-Paid Life Insurance
• Pathways to Advancement
• Free Weekly Car Washes

Our employees are our most valuable asset. We only employ the best people in the service industry who embrace new challenges with enthusiasm. If you are looking for professional development with advancement opportunities in a fast-growing organization, come join our Team!