4. EST Remote Call Center Manager

Job LocationCharlotte, NCJob DescriptionIf you're a strategic thinker, operational doer, and people-first leader, we want to meet you.Who We AreWelcome to Pink Callers, a proud ServiceTitan Certified Call Center! We specialize in providing top-notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a blend of human expertise and AI-driven efficiency. Join our dedicated team of customer service rockstars, and help us empower contractors to focus more on their work and less on their calls!About The RoleAt Pink Callers, we’re not just answering phones — we’re setting the standard for remote customer service in the trades. As a Call Center Manager, you’ll lead a team of Customer Service Rockstars to deliver 5-star experiences for our HVAC, plumbing, and electrical contractor clients.This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision.You’ll Be Expected ToOwn the daily health and performance of your CSR teamLead with empathy—but enforce accountabilityMake decisions based on data, not dramaRaise your hand when you see an opportunity—and run with itWhat You’ll Be DoingDrive Uncompromising ExcellenceLead daily huddles that set the bar high and inspire teams to reach itTransform our 95%+ call answer rate from a target to a minimum standardCoach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet itCreate a culture where "that's not my job" doesn't existHold the Line on QualityConduct rigorous QA reviews (92%+ is your baseline, not your goal)Address performance gaps immediately - no hoping problems solve themselvesDocument everything: excellence requires evidence, improvement requires trackingTurn chronic underperformers into stars or help them find better-fitting opportunitiesBuild High-Performance TeamsRecruit and develop CSRs who share your commitment to excellenceRun performance reviews that are honest, direct, and actionableCreate accountability partnerships where team members push each other upMaintain 100% ServiceTitan certification - no exceptions, no excusesLead Through ResultsOwn your team's metrics entirely - their success is your successAchieve first-call resolution rates of 85%+ through superior trainingMaintain team retention of 85%+ by developing winners, not enabling mediocrityDeliver client satisfaction scores that make competitors nervousWhat We’re Looking ForStrong leadership skills with a focus on team development3+ years leading high-performing customer service teamsServiceTitan or CRM platform familiarity (you’ll be expected to learn fast)High emotional intelligence with low tolerance for excusesA dedicated, distraction-free home officeSelf-directed with a bias for action and completionComfortable making tough calls (yes, we mean that both ways)Proactive problem solver with a solutions-oriented approachYou believe "good enough" is never good enoughYou measure everything because what gets measured gets improvedYou address issues same-day, not "when you get around to it"You celebrate excellence publicly and correct privately - but you DO correctExperience maintaining KPIs that others call "impossible"History of developing team members who get promoted or poachedWarm enough that people trust you, strong enough that they respect youPatient teacher with new hiresRelationship builder who never compromises standardsThis Role Is Not For You IfYou need micromanagement or task-by-task instructionYou’re uncomfortable giving hard feedbackYou prefer routine over growthYou think “remote” means relaxedSuccess Metrics - No AmbiguityYour Team WillAnswer 95%+ of calls (minimum - excellence aims for 98%+)Maintain 92%+ quality scores across all CSRsAchieve 4.8/5.0 customer satisfaction or higherComplete 100% of training within deadlinesShow up on time 98%+ of the timeYou WillResolve 100% of client complaints within 24 hoursComplete all administrative tasks on schedule, every timeIdentify and implement 2+ process improvements quarterlyDevelop at least one CSR for promotion annuallyLead Morning Huddles (1-2 minutes) - Quick team check-ins to ensure readiness and address urgent itemsFirst-line coverage for CSR absences or overflow situationsReal-time tech support for CRM (ServiceTitan), Dialpad, and client-specific toolsMonitor team communication channels with muted presence to provide immediate support when neededProactive team engagement through Slack channels and informal check-insPerformance coaching sessions for CSRs with call percentages below 90%Why Join UsWe are the PREMIER ServiceTitan Certified Call Center—setting the bar in the industryWe believe in combining technology and empathy to create magical customer momentsYou’ll be surrounded by driven, kind, high-performing people who care about service and resultsLeadership here isn’t a title—it’s how you show upEnjoy professional development opportunitiesPaid trainingA flexible work environmentPlus, take advantage of bonuses for referrals and after your introductory period.Here, your hard work is recognized, and growth is encouraged! If you're ready to take the next step in your career and lead a fantastic team, we want to hear from you! Apply today!RequirementsEmployment Type: Part-timeWork Hours: 40 to 40 hours workWork Mode: Fully Remote (Nationwide)Required Education: High school or equivalentRequired Experience: Experienced(3) yearsAPPLY NOW