Customer Service Manager
Location: Fort Worth, TX
Employment Type: Full-Time
Compensation: $100,000 + bonus
Serenity is hiring a Customer Service Manager to take full ownership of a high-volume service location — the team, the floor, the numbers, and the member experience. This is a role for someone who has already figured out how to run a busy operation and is ready to do it somewhere that will push them further. You'll be expected to lead visibly, develop your people relentlessly, and keep the standard high even when things get complicated. If your background is in hospitality management, multi-unit retail, or high-volume service operations, you'll walk in already speaking the language. No industry-specific experience required — full training provided from day one.
What You'll Be Responsible For
Own the full day-to-day operation of a high-volume service location — staffing, workflow, floor presence, and output quality
Set the performance standard for your team and hold it consistently through coaching, feedback, and structured accountability
Ensure every member interaction is efficient, professional, and reflects the level of service Serenity is known for
Manage scheduling, team coverage, and workflow logistics so the operation runs without gaps
Track location KPIs — volume, efficiency, quality scores — and use that data to make real operational decisions
Identify underperformance early and address it directly, with clarity and follow-through
Keep your team developing — not just meeting the bar, but raising it over time
Represent the location's performance clearly to leadership with data and context
10+ years of leadership or operations management experience in a high-volume, service-driven environment of 20+ employees
Background in hospitality, upscale retail, or premium service operations is a strong advantage — if you've run a location where member or guest experience drove every decision, you already know what this job feels like
You've managed KPIs, had direct performance conversations, and have the outcomes to show for both
Confident communicator — equally effective with your team on the floor and with leadership in a review
You don't wait to be told something is off — you see it, own it, and fix it
Operationally disciplined and consistent, regardless of how busy the floor gets
No industry-specific licensure or background required — comprehensive training and onboarding included
Nice to Have
Experience in relationship-based service, concierge operations, or member-facing sales environments
Background managing teams through rapid growth or significant operational change
History of building internal pipelines — people you've developed who have moved into bigger roles
Compensation & Benefits
$90,000+ annually plus bonus incentives
90% employer-paid medical, dental, and vision coverage
401(k) retirement plan
10 PTO days to start, 15 after year one + 10 paid holidays
About Serenity
Serenity is a technology-driven company that delivers advanced, evidence-based solutions for members looking for better outcomes. We run elevated, high-standard service locations and we take the quality of that experience seriously at every level. The people who lead our locations set the tone for everything — and we look for leaders who understand that the details are the job, not a distraction from it. If you've built your career running operations where cutting corners wasn't an option, you'll be at home here.
Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.