We're Hiring!!

Do you love to travel? Do you have a passion for helping others? What about working with customers to provide memorable experiences? Destination Motivation is hiring!!

As we continue to grow, we are looking for a Customer Service Manager to lead our customer experience organization. This role is critical to ensuring our service delivery scales with our business while maintaining the responsiveness, care, and accountability that define our brand.

Destination Motivation helps Home Improvement, Services & Product companies increase sales, reduce cancellations, and differentiate themselves from competitors using powerful travel incentives. Our proven system helps contractors close more deals and create raving fans by offering unforgettable vacation experiences to customers.

This job REQUIRES PREVIOUS MANAGERIAL EXPERIENCE IN CUSTOMER SERVICE. Here's the rest of what it entails:

About the Role

The Customer Service Manager is responsible for leading, developing, and optimizing a distributed customer service team across the United States and internationally. This is a hands-on leadership role focused on coaching, performance management, operational excellence, and cross-functional alignment.

You will oversee the daily execution of customer interactions, manage escalations, track and improve KPIs, and ensure our service team supports both our clients and internal sales organization at the highest level.

This role is ideal for a data-driven leader who thrives in a fast-paced environment, enjoys building team culture, and takes ownership of results 🚀.

Location: Remote (U.S.-Based Only | Ability to Work Across Time Zones)

Job Type: Full-Time

Compensation: $80,000 Base Salary + Performance-Based Incentives

What You'll Do

Team Leadership & Development – Lead and mentor a team of 15-20 CSRs, working through two Team Leads to build a culture of accountability, responsiveness, and continuous improvement.
Coaching & Quality Assurance – Listen to calls, review interactions, and provide ongoing coaching to improve performance, communication quality, and customer outcomes.
Performance Management – Own all service KPIs across phone, email, and text channels using Aircall and HubSpot dashboards to track trends and drive measurable improvements.
Operational Oversight – Manage escalations, resolve complex customer situations, and serve as the senior service contact when client-facing issues require leadership involvement.
Client Collaboration – Participate in client meetings when needed to support Account Managers and ensure service alignment with client expectations.
Cross-Functional Alignment – Act as a liaison between Customer Service, Sales, and Operations, attending sales meetings to stay connected to company initiatives and communicate updates back to the service team.
Team Engagement – Run weekly CSR meetings, conduct one-on-ones with Team Leads, and implement recognition programs, contests, and incentives to reward top performance.
Reporting & Accountability – Track daily, weekly, and monthly performance metrics, set achievable targets, and present departmental updates during company-wide meetings.
Process Improvement – Identify workflow efficiencies, improve responsiveness, reduce missed calls, and continuously enhance the customer experience.
Travel Coordination Support – Escalate fulfillment-related matters to travel partners and ensure smooth resolution when issues arise.

What We're Looking For:

Leadership Experience – 3+ years in customer service leadership, contact center management, or similar operational roles.
Remote Team Management – Proven success leading distributed teams across multiple time zones and cultures.
Data-Driven Mindset – Strong ability to analyze dashboards, track KPIs, and use metrics to guide performance decisions.
Systems Familiarity – Experience with CRM and communication platforms. Our main tools that we use daily are HubSpot, Aircall, Outlook and Slack. Having experience with these specific platforms is highly regarded.
Coaching Mentality – Passion for developing people, improving performance, and building strong team culture. You have to be willing to jump in daily, listening to calls, coaching and also not afraid to lead by example!
Problem-Solving Ability – Comfortable handling escalations and finding solutions quickly and independently.
Communication Skills – Confident working cross-functionally and representing the service organization internally and externally. You are the eyes and ears of the service side and will be responsible for sharing among the other departments.
Organizational Skills – Able to manage multiple priorities in a fast-moving, growth-oriented environment.

Why Join Destination Motivation?

Industry-Leading Program – Work with a company transforming home improvement sales and customer engagement.
Career Growth – Opportunity to shape and lead a national + international service organization.
Competitive Compensation – Base salary plus performance incentives tied to team success and operational outcomes 💡.
Remote Flexibility – Work from anywhere while leading a high-impact department.
Fast-Paced & Purpose-Driven Environment – Join a team that values ownership, performance, and delivering exceptional experiences.