Customer Service Manager

How to use this kit

Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.

Interview prep

• How you’d structure support for multi-campus textbook launches
• Metrics and coaching cadence for a small CS team
• Handling access/outage escalations with academic clients
• Partnering with product on recurring ticket themes

Fit summary

Strong fit if you like leading service teams in B2B edtech, care about higher-ed customers, and can run on-site operations in Kenosha while scaling process as BibliU expands.

Day in the role

As Customer Service Manager at BibliU, you would lead support for university partners using digital course materials: prioritize escalations from faculty and campus stores, coach agents on account and access issues, track response quality, and surface product feedback to ops and product so institutional rollouts stay smooth during term peaks.

Skills to emphasize

Build coaching, queue metrics, and de-escalation skills. Free options: HubSpot Academy — Customer Service Fundamentals (free); Alison — Customer Service courses (free to learn).

FAQ from this listing

What does BibliU do?

It provides digital textbooks and monographs to universities and libraries, partnering with 130+ institutions globally.

Is this role remote?

No—the listing is Kenosha, WI with remote set to off.

What free training helps for this role?

HubSpot’s Customer Service Fundamentals (free) and Alison customer service courses (free to learn).

Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Assign, supervise, and review the activities of public relations staff.
• Confer with labor relations managers to develop internal communications that keep employees informed of company activities.
• Design and edit promotional publications, such as brochures.
• Develop and maintain the company's corporate image and identity, which includes the use of logos and signage.
• Develop, implement, or maintain crisis communication plans.
• Direct activities of external agencies, establishments, or departments that develop and implement communication strategies and information programs.
• Draft speeches for company executives and arrange interviews and other forms of contact for them.
• Establish and maintain effective working relationships with clients, government officials, and media representatives and use these relationships to develop new business opportunities.

O*NET source

Company facts (cached)

Website: bibliu.com

BibliU is an education technology company, specialising in digital textbook and monograph provision for universities, libraries and other higher education institutions. BibliU is currently partnered with over 130 higher education institutions globally, including the University of Coventry, University of Liverpool and the University of Phoenix.

Public cache only — not an employee review.

Role overview (listing rewrite)

Bibliu is hiring a Customer Service Manager in Kenosha, WI for a full-time role where you will guide service excellence and strengthen customer relationships throughout the local community. The Opportunity This full-time Customer Service Manager position in Kenosha, WI lets you build and lead a high-performing customer support function that consistently delivers responsive, professional interactions. Ideal for professionals searching Customer Service Manager jobs in Kenosha, WI or Customer Service Manager near me, the role centers on elevating service quality, developing team members, and turning customer feedback into lasting improvements while working on-site with a collaborative group. Core Duties Lead daily customer service operations, set clear priorities, and ensure timely, accurate responses to customer inquiries and concerns Coach, mentor, and schedule a team of customer service representatives to meet performance goals and maintain high satisfaction standards Handle complex escalations, resolve issues efficiently, and serve as the go-to resource for difficult customer situations Track key service metrics such as response times, resolution rates, and satisfaction scores, then share insights that drive process refinements Develop and update customer service guidelines, training materials, and workflows that keep the team prepared and consistent Collaborate with other departments to surface recurring customer themes and recommend practical improvements that enhance the overall experience What You Bring Proven experience supervising or managing a customer service team in a fast-paced environment Strong leadership presence with the ability to motivate staff, provide constructive feedback, and foster a positive service culture Excellent written and verbal communication skills for clear interactions with customers and internal partners Comfort using common CRM platforms and data reporting tools to monitor performance and identify trends Analytical mindset focused on continuous improvement and practical problem-solving Ability to remain composed under pressure while balancing team needs with customer expectations About the Company Bibliu is hiring for this role and offers a supportive team environment that values reliable service leadership. How to Apply To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.

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Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in Kenosha, WI, hybrid, or fully remote?