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Virtual Customer Service Manager Jobs in Springfield, MA

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA · On-site

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

pelican

Customer Service Manager

South Deerfield, MA

Manager, Customer Service Location : South Deerfield, MA Company : Pelican Who We Are: At Pelican, we engineer products that stand up to the world's toughest conditions--because the people who rely ...

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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 Jun 1, 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 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 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 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

Pelican Products, Inc.

Deerfield, MA • On-site

$95K - $115K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

Job description

We're Hiring: Manager, Customer Service
Location: South Deerfield, MA
Company: Pelican
Who We Are:
At Pelican, we engineer products that stand up to the world's toughest conditions-because the people who rely on us do too. For nearly 50 years, we've been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.
With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it's transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.
At Pelican, your work has a real-world impact. You'll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn't an option. If you're ready to build something that makes a difference, be part of a team that protects what matters most.
What You'll Do:
Lead the team. Elevate the experience. Be the voice of the customer.
Pelican is seeking a strategic and people-focused Customer Service Manager to lead and evolve our customer service organization in support of continued business growth. In this role, you'll drive operational excellence, develop high-performing teams, and help shape the future of the customer experience through data-driven insights, process improvement, and strong cross-functional collaboration. This is an opportunity to make a real impact-leading teams, improving systems, and ensuring customers receive world-class support across every interaction.
  • Lead, coach, and develop a high-performing Customer Service team across multiple functions and facilities
  • Drive customer satisfaction and operational performance through data analytics, KPIs, and continuous improvement initiatives
  • Partner cross-functionally with Operations, Sales, Marketing, Supply Chain, and Leadership teams to resolve issues and improve service delivery
  • Act as the "Voice of the Customer," identifying trends, opportunities, and solutions that improve the customer experience
  • Develop and execute customer service strategies, workflows, and operational goals that support business growth
  • Monitor team performance, resource allocation, call volume, and workflow efficiency to ensure service excellence
  • Lead process improvement initiatives and help implement scalable systems and best practices
  • Champion SAP initiatives and support development of procedures, documentation, and process standards
  • Support budgeting, capacity planning, and operational forecasting efforts
  • Build strong partnerships across the organization to improve communication, responsiveness, and collaboration
  • Provide leadership and direction through change management and strategic initiatives
  • Ensure compliance with applicable regulatory requirements including FAR, ITAR, and FCPA standards
  • Lead large-scale customer service projects and continuous improvement initiatives
  • Perform additional duties as assigned

What We're Looking For:
  • Comprehensive knowledge of customer service and warranty procedures and policies.
  • In-depth knowledge of company product and pricing structure.
  • Proficient in computer software such as SAP, SalesForce, Microsoft Word, Excel and Power Point.
  • Must have exceptional written, verbal communication, presentation and training skills.
  • Training and experience in Lean/Six Sigma methodologies
  • Training and experience in an ISO 9001 (2015) and/or ISO 14001 environment
  • Experience with manufacturing

What's In It For You:
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.
  • Competitive paid time off plans / Holiday pay /extra vacation purchase opportunities
  • 401k plan - with immediate match
  • Great Benefits - several options including Pet insurance for our animal lovers.
  • Health Savings Account Contribution
  • Wellness Discount Program
  • Global Mental Wellness Program
  • Quarterly Employee Celebration Days
  • Peer to Peer Recognition Program
  • Service Recognition Program
  • Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
  • Employee referral program - get paid to work with your trusted network.
  • Beautiful New England location
  • Onsite Gym
  • Established reputable brand offering premium products - you'll be proud to represent Pelican!
  • And more...

What You May Be Doing:
While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
  • While performing the duties of this job, the employee will be frequently required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
  • Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.

Compensation & Benefits:
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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