Society of Actuaries · 8 hours ago
Manager, Customer Service
Chicago, IL, US
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $90K/yr
5+ years expThe Society of Actuaries is seeking a Customer Service Manager to lead and develop customer service operations. This role is responsible for overseeing day-to-day operations, managing a team, and continuously improving service quality and customer satisfaction.
AssociationNon Profit
Responsibilities
Lead, coach, and develop a team of customer service representatives
Set clear performance expectations and conduct regular performance reviews
Recruit, onboard, and train new team members
Foster a service-oriented culture focused on customer satisfaction, accountability, and continuous improvement
Partner closely with internal departments to resolve issues affecting customers
Act as a liaison between customers and internal teams, ensuring feedback and service issues are communicated and addressed
Collaborate with IT or system owners on enhancements, integrations, and automation opportunities
Manage day-to-day Customer Service operations across all support channels (e.g., phone, email, chat, ticketing systems)
Ensure timely, accurate, and professional resolution of customer inquiries and issues
Handle escalated or complex customer concerns and ensure appropriate follow-through
Analyze customer feedback, service metrics, and trends to identify and implement improvement opportunities
Develop and maintain service level commitments, policies, procedures, and best practices to improve service quality and efficiency
Partner with other departments to resolve systemic or recurring issues impacting customers
Ensure consistent application of policies while maintaining a customer-centric approach
Track and report on key performance indicators (KPIs) such as customer satisfaction, response times, resolution rates, and workload
Use data to make informed decisions and recommend improvements
Prepare regular reports for leadership on service performance and customer trends
Oversee the effective use of customer service systems (CRM, ticketing, knowledge bases)
Ensure documentation, knowledge resources, and standard operating procedures (SOPs) are accurate and up to date
Qualification
Required
Bachelor's Degree in Business, Communications or related field (an equivalent amount of training, education and experience will be considered)
5-7 years of experience in Customer Service operations
2+ years of management experience
Commitment to delivering high quality service to members, candidates, volunteers, and staff
Ability to adapt quickly to a constantly changing environment
Ability to follow through on assignments and meet all deadlines
Ability to communicate effectively with external and internal stakeholders
Ability to work effectively independently and as a member of a team
Ability to make objective decisions using sound judgment
Ability to learn quickly and think critically about choices and make situational and policy appropriate decisions
Ability to coordinate and lead multiple projects simultaneously
Ability to manage resources in a cross-functional organization and the capacity for creating, identifying and capitalizing resources
Preferred
Association experience is preferable
Benefits
Competitive Compensation: We understand the value of your contributions, and we ensure that you are rewarded competitively for your skills and dedication.
Generous Paid Time Off: Achieve a work-life balance with ample paid time off, giving you the flexibility, you need for personal and family responsibilities.
Professional Development: We invest in our team's growth. Take advantage of opportunities for continuous learning and career advancement, including tuition reimbursement and continuing education funding.
Health and Wellness: Your well-being is important to us. Enjoy access to comprehensive health benefits, wellness programs, including our Employee Assistance program (EAP) and wellness reimbursement.
Disability Coverage: Gain peace of mind with our comprehensive disability coverage, including life, short-term, and long-term disability benefits.
Retirement Planning: Secure your future with our 403(b) plan and generous employer contribution.
Maternal/Paternal Leave: Embrace parenthood with confidence, knowing that we've got you covered every step of the way. Our maternal/paternal leave policy is designed to give you the time you need to bond with your newest family member without worrying about work.
Flexible Work Environment: Embrace a flexible hybrid environment that supports your productivity and work-life balance.
Diversity and Inclusion: We celebrate diversity and foster an inclusive workplace where everyone's unique perspectives are valued.
Company
Society of Actuaries
With roots dating back to 1889, the Society of Actuaries (SOA) is the world’s largest actuarial professional organization with more than 32,000 actuaries as members.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Gregory Heidrich
Chief Executive Officer
Recent News
Society of Actuaries
2025-10-31
Society of Actuaries
2025-09-17
Company data provided by crunchbase