Customer Service Manager

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    "createdOn": "2026-01-27T11:33:54.023000-08:00",
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    "companyName": "Agency Cyber Inc",
    "description": {
      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Location:</strong></b><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\"> 100% On-Site in Richmond, VA</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Position Type:</strong></b><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\"> Full-Time, Salaried</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Experience Level: </strong></b><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Mid–Senior (4+ years)</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Compensation:</strong></b><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\"> $75,000 to $115,000 total comp, including annual bonus and benefits.  </span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Role Overview</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">We’re seeking a Customer Service Manager (Team Manager) to lead and scale our client service function supporting compliance and GRC engagements (SOC 2, ISO 27001, HIPAA, CMMC, etc.). This role sits at the intersection of client experience, project management, and team leadership, managing a team of Account Coordinators responsible for day-to-day client execution.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">You’ll be accountable for ensuring engagements run smoothly, clients are supported proactively, and internal teams stay aligned — while maintaining a high bar for professionalism and responsiveness expected by B2B SaaS and consulting clients.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Key Responsibilities</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Manage and mentor a team of Account Coordinators supporting active compliance engagements</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Own the client service delivery experience from onboarding through audit completion</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Ensure engagements remain on track with timelines, deliverables, and client expectations</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Act as the escalation point for complex client issues, blockers, or timeline risks</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Coordinate closely with compliance analysts, auditors, and leadership to unblock work</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Maintain clear internal documentation, workflows, and service standards</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Track engagement health, client satisfaction, and team performance metrics</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Continuously improve client-facing processes, tooling, and communication standards</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Ideal Background</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">5+ years of experience in a customer service, customer success, or account management - ideally as a people manager</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Prior experience in B2B SaaS, professional services, consulting, or compliance-adjacent environments</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Experience managing or leading coordinators, associates, or junior account staff</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Comfortable managing multiple concurrent client engagements with competing priorities</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Strong written and verbal communication skills with executive-level clients</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Highly organized, detail-oriented, and process-driven</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Familiarity with tools like Asana, Jira, Monday, Salesforce, HubSpot, or similar (preferred)</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Nice to Have</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Exposure to compliance frameworks (SOC 2, ISO 27001, HIPAA, CMMC, etc.)</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Background in startups or fast-growing professional services firms</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Benefits:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">We believe in rewarding hard work with meaningful perks that support your growth, health, and well-being.</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">10 days of paid time off (PTO)</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">11 paid federal holidays</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">401(k) with 4% company match</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Monthly healthcare stipend</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Gym membership stipend</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Weekly team lunches and in-office snacks</span></li><li style=\"color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">Eligible for stock options grants after year 2</span></li></ul>",
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