About the job
About Coast
Coast is transforming the U.S. B2B card payment infrastructure, targeting the nation's extensive commercial fleet network, which comprises approximately 500,000 fleets and 40 million commercial vehicles. With outdated technologies dominating the market, Coast is committed to delivering modern digital experiences and transparent financial products to meet the evolving demands of businesses. Our mission is to revolutionize fleet and fuel management through the innovative Coast Fleet and Fuel Card, built on a state-of-the-art spend management platform.
Role Overview
We are seeking a dynamic Customer Service & Operations Manager to spearhead one of our most vital teams. In this role, you will oversee daily operations within our Customer Service sector while collaborating with Customer Operations to ensure rapid and high-quality support for our customers. You will be responsible for building a scalable system and team, providing leadership and process development.
This position is ideal for a hands-on leader who is not only a player-coach but also skilled at developing talent, establishing standards, and creating a self-sufficient team capable of making decisions independently.
We are particularly interested in candidates with an AI-driven approach to operations, who actively seek to leverage tools, automation, and smart workflows to enhance team efficiency and customer satisfaction. This is a pivotal moment for our team, offering you a significant opportunity to influence the development of this function.
Your Responsibilities
- Team Leadership & Development
- Lead and expand a team of Customer Service and Operations professionals.
- Mentor and cultivate top talent; conduct regular one-on-one meetings, set clear expectations, and uphold high standards of accountability.
- Collaborate with Recruiting and People Operations to establish hiring processes and onboard new team members as the function grows.
- Foster a team culture characterized by responsiveness, accountability, and ongoing improvement.
- Customer Service Operations
- Own the complete customer service experience for Coast clients across phone and Zendesk platforms.
- Drive performance against key metrics, including missed call rates, first response times on Zendesk, and customer Net Promoter Score (NPS).
- Continuously enhance workflows, escalation processes, and playbooks, ensuring no aspect is beyond review.
- Customer Operations
- Oversee or collaborate on Customer Operations workflows to ensure seamless integration and efficiency.

