Customer Service Manager

Sodexo InReach is seeking a Customer Service Manager in Austin, Texas

This is a hybrid role with two days at home and three in the office

The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach’s Vending and Office Coffee Service (OCS) operations.

This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination.

The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams.

This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool.

• Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issues, and equipment concerns
• Manage daily workflow, case assignment, and prioritization to ensure SLA commitments are consistently met
• Serve as the primary escalation point for complex, time-sensitive, or high-impact customer issues
• Partner with Branch Managers, Service Managers, Distribution Managers, and District Managers to drive timely resolution and operational alignment
• Monitor and report on customer service performance metrics, identifying trends, gaps, and improvement opportunities
• Use Microsoft Teams to manage communication with remote employees through meetings, chat, escalation channels, and collaboration spaces
• Conduct regular one-on-ones, team huddles, and performance reviews with remote team members
• Ensure consistent use of service workflows, escalation protocols, and branch-specific procedures
• Support onboarding and training of Customer Service Representatives on vending/OCS operations, equipment types, and service standards
• Collaborate with Account Managers and Key Account Managers to address customer risks, escalations, and retention concerns
• Drive continuous improvement initiatives related to efficiency, quality, and customer experience
• Be accountable for meeting and improving service performance, including but not limited to:

                       SLA adherence for response and resolution times

                       First Contact Resolution (FCR) rates

                       Escalation volume and resolution effectiveness

                       Repeat service issues and trend reduction

                       Customer satisfaction indicators (CSAT, customer feedback)

                       Ticket/work order accuracy and documentation compliance                                                                                                           Team productivity and case throughput

• Analyze performance data, communicate results to leadership, and implement corrective actions when service levels fall below expectations.

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

• 3+ years of experience leading or managing a customer service or support team
• Experience supporting field-based or service-oriented operations (vending, OCS, facilities, logistics, or similar preferred)
• Demonstrated success managing remote employees and distributed teams
• Strong working experience using Microsoft Teams for daily communication, collaboration, and team management
•  Experience managing SLAs, KPIs, and service performance in a high-volume environment
• Strong escalation management skills with the ability to balance urgency, empathy, and operational realities
• Effective coach and communicator who can drive accountability in a remote setting
• Ability to partner cross-functionally with Operations, Service, and Account Management teams
• Strong organizational, analytical, and problem-solving skills
• Customer-first mindset with a focus on consistency, clarity, and operational execution
• Vending, Micro Market, or Office Coffee Service (OCS) industry experience preferred
• Experience working with CRM or ticketing systems preferred
• Familiarity with multi-branch or multi-region service environments preferred
• Comfort operating in a fast-paced, evolving organization preferred 

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Minimum Education Requirement - Associate's Degree or equivalent experience