Manager, Customer Service & Operations

Manager, Customer Service & OperationsSalt Lake City, UTWhat is CoastCoast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country's 500,000 commercial fleets, 40 million commercial vehicles, and many millions of commercial drivers. The incumbent technologies that cater to these customers are decades old, and businesses with fleets increasingly demand modern digital experiences and transparent financial services products. Coast's mission is to deliver this at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.About the RoleWe're looking for a Manager, Customer Service & Operations to lead and grow one of the most customer-critical teams at Coast. You'll own the day-to-day operations of our Customer Service function and partner closely on Customer Operations ensuring our customers get fast, high-quality support while we build the systems and team needed to scale.This is a role for someone who can lead people and build process at the same time be a true player-coach who isn't above jumping into tickets, but who also knows how to develop talent, set standards, and build a team that runs well without them in every decision.We want someone who brings an AI-native mindset to operations: actively looking for ways to use tools, automation, and smart workflows to make the team more efficient and the customer experience better. You'll be joining at an inflection point, and you'll have real influence over how this function is built.What You'll DoTeam Leadership & DevelopmentDirectly manage and grow a team of Customer Service and Operations ICsCoach, develop, and retain top performers; run regular 1:1s, set clear expectations, and hold the team accountable to high standardsPartner with Recruiting and People Ops to build hiring pipelines and onboard new team members as the function scalesBuild a team culture defined by responsiveness, ownership, and continuous improvementCustomer Service OperationsOwn the end-to-end customer service experience for Coast customers across phone and Zendesk channelsDrive performance against key metrics: missed call rate, Zendesk first reply rate, and customer NPSBuild and continuously improve workflows, escalation paths, and playbooks. Nothing is too sacred to revisitCustomer OperationsOversee or partner closely on Customer Operations workflows including chargebacks, manual payments, and deal desk processesEnsure accuracy and speed in time-sensitive operational tasks, especially those with direct financial impactIdentify inefficiencies as volume grows and build scalable solutions before problems compoundAI & Process InnovationAct as an AI-native operator: actively identify and implement tools, automations, and AI-assisted workflows that make the team faster and the customer experience betterBuild and maintain SOPs, playbooks, and operational documentation that outlast any individual on the teamContinuously look for work that should be automated and then go automate itCross-Functional CollaborationServe as the one of the voices of the customer internally. You will need to surface themes, escalations, and product feedback to Product, Engineering, and GTM teamsPartner with Finance and Operations leadership on reporting, headcount planning, and quarterly goal-setting.Represent your team's needs clearly and advocate for resources, tooling, and process changes that drive resultsWhat Success Looks LikeIn your first year, you'll be successful if you:Build and scale a high-performing team. You will need to hire well, onboard fast, develop the people already here, and maintain team cohesion through a period of significant growth.Hit the metrics that matter. Coast has consistently provided world-class customer service and that should not change as the team continues to grow and scale.Drive operational efficiency — you've meaningfully reduced manual work through AI tools, automation, and process redesign, and the team is operating with more leverage than when you arrived.Expand scope confidently — you've proven yourself on Customer Service and taken on Customer Operations ownership in a way that makes the hand-off feel seamless to customers and stakeholders.Requirements4–6 years of experience in customer service, customer operations, or a related operational role1–2 years of direct people management experience; experience managing through a period of significant team growth is a strong plusAI-native mindset: you're already using AI tools in your daily work and you're excited to push furtherProficiency with customer service platforms; Zendesk experience strongly preferredStrong analytical instincts: comfortable pulling metrics, spotting trends, and translating data into operational decisionsExcellent written and verbal communication — clear with your team, credible with leadership, and professional with customersBias toward action and process-building; you don't wait for someone to hand you a playbookComfortable in ambiguity; you can build structure where none exists without losing momentumExperience in fintech, payments, B2B SaaS, or financial services preferredSalt Lake City based; able to be in-office 3–4 days per weekCompensation and BenefitsOur salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes benefits, signing bonus, and equity. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Coast employees. We expect the majority of candidates who are offered roles at Coast to fall healthily within the range based on these factors.Salary range : $90,000 – $105,000 annuallyEquity Grant : Meaningful potential upside given Coast's early-stage trajectoryBenefits Overview :Medical, dental and vision insuranceFlexible paid time off (vacation, personal well being, paid holidays)Tools to help manage your financial wellness, including webinars, access to an equity tax advisory service, and company-sponsored 401(k)Paid parental leave$400 accessories allowance (a keyboard, mouse, headphones, etc.)Education stipendFree lunch every FridayCoast is committed to diversity, equity, and inclusion. We are building a diverse and inclusive environment, so we encourage people of all backgrounds to apply. We're an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.