Customer Service Manager (L2)

About the Position

About the Role

We are looking for a performance-driven Customer Support Manager – L2 to lead and scale our frontline customer service team.

This role is responsible for driving operational stability and performance across key service metrics:

• Retention Rate
• Productivity Rate %
• Cancellation %
• CSAT %
• Saved %

The Customer Support Manager – L2 oversees daily operations, coaches agents to improve retention and de-escalation performance, ensures adherence to scripts and SOPs, and continuously optimizes customer support workflows.

The ideal candidate is analytical, calm under pressure, performance-oriented, and experienced in managing remote customer support teams.

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Responsibilities

• Team Leadership & Coaching

  • Lead, mentor, and develop a team of L2 Customer Support agents
  • Conduct nesting and onboarding for new hires
  • Run regular performance coaching sessions
  • Drive a culture of accountability and customer-first execution
  • Address underperformance promptly and professionally

• KPI & Performance Ownership

  • Own and manage the following core KPIs:
    • Retention Rate
    • Productivity Rate %
    • Cancellation %
    • CSAT %
    • Saved %
  • Responsibilities include:
    • Daily monitoring of support metrics
    • Identifying root causes of cancellations and dissatisfaction
    • Coaching agents on objection handling and retention conversations
    • Ensuring consistent script and SOP adherence
    • Protecting revenue by minimizing preventable cancellations

• Support Strategy & Optimization

  • Improve retention call flow and cancellation recovery techniques
  • Strengthen de-escalation frameworks
  • Optimize performance during peak periods
  • Collaborate with Sales, Florist Support, and Shoppers to reduce cancellation drivers
  • Identify trends impacting customer satisfaction and retention

• Operational Oversight

  • Manage schedules and workforce coverage
  • Monitor call, task, and ticket quality
  • Handle escalated L2 cases
  • Ensure CRM and documentation discipline

• Data & Reporting

  • Track daily, weekly, and monthly performance trends
  • Present performance reports to senior leadership
  • Use data to guide coaching and process improvements

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Requirements

• Core Skills

  • 1+ years of experience in customer support management
  • Proven success managing frontline support teams
  • Strong understanding of retention and cancellation control
  • Experience handling escalations and de-escalation
  • Remote team management experience required
  • Strong analytical and reporting skills
  • Confident decision-maker under pressure

• Key Skills

  • Retention-focused leadership
  • De-escalation & objection handling
  • KPI management & performance tracking
  • Data-driven decision making
  • Process optimization
  • Remote team management
  • Strong communication & leadership presence

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What Success Looks Like

• Improved Retention Rate
• Reduced preventable Cancellation %
• High and stable CSAT
• Increased Saved %
• Reduced escalation volume
• Strong team discipline and workflow stability
• High accountability culture

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About the Company

Lime Vizio Inc builds technology that delivers emotions.

Since 2010, our platforms have helped millions of people send flowers and gifts across the United States and Canada - often in moments when timing matters the most.

A birthday someone almost forgot.

An apology that couldn’t wait another day.

A “thinking of you” message sent across the country.

Behind every order is a real human story. And our job is to make sure it arrives exactly when it should.

Today, Lime Vizio powers several high-traffic gifting brands including Blossom Flowers, Sunny Flowers, and Gift on Schedule, serving thousands of customers every day through scalable e-commerce platforms and real-time logistics.

But we’re not just a flower company.

We’re a technology-driven e-commerce business building systems that handle high-volume orders, complex delivery networks, and fast-moving customer journeys.

Our teams work across product, growth marketing, operations, and technology to continuously improve how people discover, choose, and send meaningful gifts online.

Because when someone clicks “Place Order” - it’s rarely just another order.

It’s a moment that matters.

And we build the technology that makes sure it happens.