Customer Service Manager – Hospitality
Location: Fort Worth, TX
Job Type: Full-Time
Compensation: $90,000+ annually + performance-based bonuses
Overview
Lead a high-performing team in a fast-paced, high-volume service environment where standards are high and every interaction matters.
We’re looking for a hands-on leader who knows how to build strong teams, drive performance, and deliver a five-star customer experience at scale. This role is ideal for someone from hospitality, retail, or call center leadership who thrives in structured environments and knows how to balance people leadership with operational excellence.
What You’ll Do
Lead daily operations in a high-volume, customer-facing environment
Manage, coach, and develop a team of 30+ employees
Drive accountability around performance metrics, quality standards, and service delivery
Ensure every interaction meets a professional, efficient, and high-touch standard
Oversee scheduling, staffing, and workflow management
Monitor and improve KPIs related to service quality, productivity, and customer experience
Step in as needed to support team members and maintain operational flow
Create a culture focused on precision, consistency, and continuous improvement
What This Role Feels Like
Fast-paced environment where priorities shift quickly and strong leadership is essential
High standards — you’ll be measured on team performance, not just activity
A role where you’re on the floor, coaching in real time, and driving results daily
A team that values accountability, professionalism, and doing things the right way
What We’re Looking For
10+ years of leadership experience in customer service, hospitality, retail, call center, or similar environments
Experience managing large teams (30+ employees) in a high-volume setting
Proven ability to
Strong communication skills with the ability to coach, give feedback, and lead accountability conversations
Comfortable working in a structured, process-driven environment
Hands-on leadership style with a focus on team development and operational execution
Preferred Background
Upscale hospitality, restaurant, or hotel management
Customer support leadership
Retail or service environments with high standards and performance expectations
Experience leading teams through growth, change, or scaling operations
About You
You’ve worked in environments where service standards were non-negotiable — whether in hospitality, retail, or high-volume customer operations. You know how to lead from the front, hold a high bar, and develop teams that deliver consistently strong results.
You’re ready for a role where you can own outcomes, build a team, and create a best-in-class customer experience.
Training & Requirements
No industry-specific or clinical experience required — full training provided
Ability to work on-site in a structured, fast-paced environment
Comfortable managing schedules, workflows, and performance expectations
Compensation & Benefits
$90,000+ base salary + performance-based bonuses
Health, dental, and vision coverage (majority employer-paid)
401(k) retirement plan
Paid time off: 10 days (15 after first year) + 10 paid holidays
Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.