Manager, Customer Service & Operations

About this role

What is Coast

Coast is re-imagining the trillion-dollar U.S. B2B card payments infrastructure, with a focus on the country’s 500,000 commercial fleets, 40 million commercial vehicles, and many millions of commercial drivers. The incumbent technologies that cater to these customers are decades old, and businesses with fleets increasingly demand modern digital experiences and transparent financial services products. Coast’s mission is to deliver this at a transformational scale, beginning with the Coast Fleet and Fuel Card built on a cutting-edge spend management platform.

About the Role

We’re looking for a Manager, Customer Service & Operations to lead and grow one of the most customer-critical teams at Coast. You’ll own the day-to-day operations of our Customer Service function and partner closely on Customer Operations ensuring our customers get fast, high-quality support while we build the systems and team needed to scale.

This is a role for someone who can lead people and build process at the same time be a true player-coach who isn’t above jumping into tickets, but who also knows how to develop talent, set standards, and build a team that runs well without them in every decision.

We want someone who brings an AI-native mindset to operations: actively looking for ways to use tools, automation, and smart workflows to make the team more efficient and the customer experience better. You’ll be joining at an inflection point, and you’ll have real influence over how this function is built.

What You’ll Do

• Team Leadership & Development

• Directly manage and grow a team of Customer Service and Operations ICs

• Coach, develop, and retain top performers; run regular 1:1s, set clear expectations, and hold the team accountable to high standards

• Partner with Recruiting and People Ops to build hiring pipelines and onboard new team members as the function scales

• Build a team culture defined by responsiveness, ownership, and continuous improvement

• Customer Service Operations

• Own the end-to-end customer service experience for Coast customers across phone and Zendesk channels

• Drive performance against key metrics: missed call rate, Zendesk first reply rate, and customer NPS

• Build and continuously improve workflows, escalation paths, and playbooks. Nothing is too sacred to revisit

• Customer Operations

• Oversee or partner closely on Customer Operations workflows including chargebacks, manual payments, and deal desk processes

• Ensure accuracy and speed in time-sensitive operational tasks, especially those with direct financial impact

• Identify inefficiencies as volume grows and build scalable solutions before problems compound

• AI & Process Innovation

• Act as an AI-native operator: actively identify and implement tools, automations, and AI-assisted workflows that make the team faster and the customer experience better

• Build and maintain SOPs, playbooks, and operational documentation that outlast any individual on the team

• Continuously look for work that should be automated and then go automate it

• Cross-Functional Collaboration

• Serve as the one of the voices of the customer internally. You will need to surface themes, escalations, and product feedback to Product, Engineering, and GTM teams

• Partner with Finance and Operations leadership on reporting, headcount planning, and quarterly goal-setting.

• Represent your team’s needs clearly and advocate for resources, tooling, and process changes that drive results

What Success Looks Like

In your first year, you’ll be successful if you:

• Build and scale a high-performing team. You will need to hire well, onboard fast, develop the people already here, and maintain team cohesion through a period of significant growth.

• Hit the metrics that matter. Coast has consistently provided world-class customer service and that should not change as the team continues to grow and scale.

• Drive operational efficiency — you’ve meaningfully reduced manual work through AI tools, automation, and process redesign, and the team is operating with more leverage than when you arrived.

• Expand scope confidently — you’ve proven yourself on Customer Service and taken on Customer Operations ownership in a way that makes the hand-off feel seamless to customers and stakeholders.

Requirements

• 4–6 years of experience in customer service, customer operations, or a related operational role

• 1–2 years of direct people management experience; experience managing through a period of significant team growth is a strong plus

• AI-native mindset: you’re already using AI tools in your daily work and you’re excited to push further

• Proficiency with customer service platforms; Zendesk experience strongly preferred

• Strong analytical instincts:…