Job Description

COMPANY OVERVIEW:

Cozi Vacation Rentals is a premier vacation rental management company specializing in providing exceptional guest experiences. Based in Fredericksburg, Texas, we are committed to delivering top-notch service to our guests and property owners. We are seeking a dynamic and experienced Customer Service Operations Manager  to lead our customer service operations and elevate our service standards.

POSITION SUMMARY:

The Customer Service Manager will be a key member of our leadership team, reporting directly to the CEO. This is an in-office position based in Fredericksburg, Texas (open to candidates in San Antonio) . The right candidate must work on-site at our Fredericksburg location, and a moving stipend will be provided for relocation. This role requires flexibility in working hours, as customer service is not a 9-to-5 position —our team is on when others are on vacation.

This individual will oversee both local and remote customer service teams, ensuring exceptional guest and owner experiences while managing the operational demands of the vacation rental industry. They will also play a pivotal role in hiring, training, and developing a hospitality-driven customer service organization. The ideal candidate must demonstrate previous experience in building, managing, and scaling high-performing customer service teams and organizations.

RESPONSIBILITIES:

Key Responsibilities:

• Leadership & Development:
  • Hire, train, and develop an exceptional customer service organization that embodies hospitality and guest satisfaction.
  • Foster a culture of excellence, accountability, and empathy within the team.
  • Build and implement training programs to ensure all team members deliver consistent, high-quality service.
• Operational Excellence:
  • Develop, implement, and continuously improve customer service processes, tools, and workflows to ensure seamless operations.
  • Collaborate with leadership to open a remote customer service operations office , including site selection, staffing, and implementation.
  • Build out the customer service ecosystem , including designing workflows, tools, and integrations to streamline operations and improve efficiency.
  • Implement and manage a new phone system , ensuring scalability, usability, and integration with existing platforms.
  • Establish and monitor KPIs and performance metrics for the team, driving results and ensuring service standards are met or exceeded.
• Customer & Guest Focus:
  • Deliver exceptional guest and owner experiences, addressing escalated issues with professionalism and empathy.
  • Analyze customer feedback and implement strategies to enhance satisfaction and loyalty among guests and property owners.
• Growth & Advancement:
  • Work towards advancing into a Director-level position within 1-2 years based on performance and results.
  • Showcase measurable goals achieved and actionable insights that demonstrate leadership and development of high-performing teams.
• Collaboration & Budgeting:
  • Manage the profit and loss (P&L) budget for the customer service department, ensuring financial accountability and efficiency.
  • Collaborate with other departments, including marketing, operations, and owner relations, to ensure alignment and consistency in service delivery.
  • Stay informed on industry trends and integrate best practices into the customer service strategy.

QUALIFICATIONS:

• Minimum of 5 years of experience in customer service management, with at least 3 years in a leadership role within the hospitality or vacation rental industry.
• Demonstrated success in hiring, training, and building customer service teams with a hospitality focus.
• Proven ability to develop teams, training programs, and scalable organizational structures.
• Experience managing remote teams and delivering consistent results across geographically diverse operations.
• Strong experience in selecting, implementing, and managing phone systems and other communication tools.
• Proficiency in hospitality management software, such as Track Hospitality Software , and communication tools like Twilio .
• Experience with HubSpot for managing customer data and workflows.
• Familiarity with call scoring systems and performance management tools to drive accountability and quality improvement.
• Flexibility to work during evenings, weekends, and holidays as needed to meet the demands of the business.
• College degree preferred but not required.
• Must possess a valid passport and be willing to travel internationally

Preferred Skills:

• Experience using Track Hospitality Software , Twilio , and HubSpot for customer and operational management.
• Familiarity with call scoring systems and methods to assess and improve phone-based service quality.
• Strong analytical skills with the ability to use data to inform decisions and improve performance.
• A customer-focused mindset with the ability to anticipate guest and owner needs proactively.

COMPENSATION & BENEFITS:

Annual Salary: $70,000 - $80,000

Benefits:

• Life insurance
• Dental insurance
• Vision insurance
• Health insurance
• Paid time off such as PTO, sick days, and vacation days
• Retirement benefits or accounts
• Relocation assistance

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