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Virtual Customer Service Manager Jobs in Springfield, MA

Valence

Customer Service Manager

West Springfield, MA · On-site

$85K - $90K/yr

Customer Service & Shipping Manager • Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries. • Manage ...

Waltham Pest Services

Service Manager

Agawam, MA

Ensure that customer expectations are met * Have experience interacting with both commercial and ... management of direct and indirect reports in a service-based industry (i.e. package delivery ...

Waltham Pest Services

Service Manager

Hartford, CT

Ensure that customer expectations are met * Have experience interacting with both commercial and ... management of direct and indirect reports in a service-based industry (i.e. package delivery ...

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All JobsCustomer Service JobsVirtual Customer Service Manager JobsVirtual Customer Service Manager Jobs in Springfield, MA

Virtual Customer Service Manager information

See Springfield, MA salary details

$24.4K

$57.8K

$100.6K

How much do virtual customer service manager jobs pay per year?

As of Jul 17, 2026, the average yearly pay for virtual customer service manager in Springfield, MA is $57,795.00, according to ZipRecruiter salary data. Most workers in this role earn between $40,900.00 and $69,800.00 per year, depending on experience, location, and employer.

What does a Virtual Customer Service Manager do?

A Virtual Customer Service Manager oversees a team of customer service representatives who work remotely. Their main responsibilities include ensuring high-quality customer support, monitoring team performance, implementing service strategies, and resolving escalated customer issues. They use various digital tools to communicate with their team and analyze service metrics to improve customer satisfaction. Additionally, they are responsible for recruiting, training, and supporting their remote staff.

What are the key skills and qualifications needed to thrive as a Virtual Customer Service Manager, and why are they important?

To excel as a Virtual Customer Service Manager, you need strong leadership abilities, problem-solving skills, and prior experience in customer service management. Familiarity with CRM software, helpdesk platforms, and remote collaboration tools is typically required, along with certifications like Certified Customer Service Manager (CCSM) being advantageous. Outstanding communication, emotional intelligence, and the ability to motivate remote teams are crucial soft skills. These competencies enable effective remote team management, ensure high service quality, and foster a positive virtual work environment.

How does a Virtual Customer Service Manager effectively lead and support a remote customer service team?

A Virtual Customer Service Manager typically relies on digital communication tools and regular video meetings to lead their team, ensuring clear expectations and ongoing support. They monitor key performance metrics, provide constructive feedback, and foster team cohesion through virtual team-building activities. Managing time zones and maintaining team morale can be challenging, but successful managers utilize collaborative platforms and prioritize open communication to overcome these hurdles. Additionally, they often collaborate closely with other departments like IT and HR to resolve technical issues and facilitate training opportunities.

What is the difference between Virtual Customer Service Manager vs Virtual Customer Support Specialist?

AspectVirtual Customer Service ManagerVirtual Customer Support Specialist
CredentialsCustomer service management experience, leadership skillsCustomer service or support certifications, technical knowledge
Work EnvironmentOversees teams, manages customer service strategiesHandles customer inquiries, provides technical support
Employer & Industry UsageRetail, tech, service industries with team managementTech companies, e-commerce, service providers
Search & Comparison IntentManagement, leadership, team oversightTechnical support, customer assistance

The Virtual Customer Service Manager focuses on overseeing customer service teams and strategies, requiring leadership skills and management experience. In contrast, the Virtual Customer Support Specialist handles direct customer inquiries, often with technical or product support expertise. Both roles are vital in customer service but differ in scope and responsibilities.

What are the most commonly searched types of Virtual Customer Service jobs in Springfield, MA? The most popular types of Virtual Customer Service jobs in Springfield, MA are:
What are popular job titles related to Virtual Customer Service Manager jobs in Springfield, MA? For Virtual Customer Service Manager jobs in Springfield, MA, the most frequently searched job titles are:
What job categories do people searching Virtual Customer Service Manager jobs in Springfield, MA look for? The top searched job categories for Virtual Customer Service Manager jobs in Springfield, MA are:
What cities near Springfield, MA are hiring for Virtual Customer Service Manager jobs? Cities near Springfield, MA with the most Virtual Customer Service Manager job openings:
Virtual Customer Service Manager jobs near you
Customer Service Manager

Customer Service Manager

Valence

West Springfield, MA • On-site

$85K - $90K/yr

Full-time

Medical, Dental, Vision, Retirement

Re-posted 9 days ago

Job description

Customer Service & Shipping Manager
• Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries.
• Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments.
• Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers.
• Lead customer issue resolution efforts, including late deliveries, quality concerns etc.
• Develop and maintain strong customer relationships through proactive communication and exceptional service.
• Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.
Shipping & Logistics Management
• Oversee all shipping and receiving activities to ensure compliance with customer, regulatory, and aerospace requirements.
• Ensure all shipments are properly packaged, labeled, documented, and certified in accordance with customer specifications.
• Review and approve shipping documentation prior to shipment as applicable
• Coordinate freight carriers, transportation providers, and customer logistics requirements.
• Manage daily shipping priorities to ensure on-time delivery performance objectives are achieved.
• Investigate and resolve shipping discrepancies, documentation errors, and transportation issues via root cause and corrective actions.
• Monitor freight costs and implement cost-saving initiatives without impacting delivery performance.
• Maintain compliance with export control, hazardous material, and customer-specific shipping requirements where applicable.
Production & Scheduling Coordination
• Work closely with Planning and Operations to align customer expectations with production capacity.
• Manage expedite requests and prioritize customer-critical orders.
• Monitor work-in-process and proactively communicate potential delivery risks.
• Support capacity planning activities by providing customer demand forecasts and schedule visibility.
• Participate in daily production meetings to ensure alignment between customer commitments and operational execution.
Quality & Compliance
• Ensure compliance with aerospace quality standards including AS9100, Nadcap, customer specifications, and internal procedures.
• Support corrective and preventive action activities related to customer complaints and delivery performance.
• Ensure all certifications and documentation packages meet customer and regulatory requirements.
• Assist with customer audits and supplier assessments as required.
• Promote a culture of quality, compliance, and customer satisfaction throughout the organization.
Leadership & Continuous Improvement
• Supervise and develop customer service and shipping personnel.
• Establish departmental goals, metrics, and performance expectations.
• Lead continuous improvement initiatives focused on customer experience, shipping accuracy, and operational efficiency.
• Develop standardized processes and work instructions to improve consistency and performance.
• Foster collaboration between Customer Service, Shipping, Quality, Planning, and Operations teams.
  • Company Benefits:
    Medical, Dental, Vision, Long term Disability, Employee Assistance Program, 401(K)-3% Match, Holiday Pay
  • COMPENSATION RANGE: $85,000 - $90,000

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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