Career Opportunities with Black Rifle Coffee Company

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Customer Service Manager

Department: Customer Engagement
Location: San Antonio, TX


Black Rifle Coffee Company is disrupting the coffee market as a premium, small-batch, roast-to-order, veteran-owned business.  We have a love for coffee, dogs, the outdoors, America, and most importantly, our customers!  We are more than a product and more than a company; we are a culture.  A culture full of motivated people who roll up their sleeves and get the job done with integrity, love, innovation, and radical transparency.  Join us as we take action on our commitment to provide quality coffee and give back to the veteran and first responder communities and those who support it.


The Customer Service Manager will be responsible for driving continuous enhancements to facilitate exceptional team output and customer service by partnering with the Sales, Marketing and Operations teams. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction within your design. The Customer Service Manager will report to the Director of Customer Service.


  • Hire, train, coach and cultivate a successful team of Supervisors and Reps in multiple customer contact channels including phone, email and chat
  • Prioritize tasks and maintain an orderly workflow within your team
  • Answer supervisors questions, mentor them through challenging calls or team issues, diffuse customers whose needs have not been met, and take ownership of customer's issues and follow problems through to resolution for issues that cannot be fielded by a supervisor
  • Analyze statistics such as identifying trends and call center data, compile accurate reports, and consistently improve contact center processes.
  • Ensure resources are properly allocated and maximize customer satisfaction.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Establish and maintain an encouraging and cooperative working environment while incorporating the 3 P's - Professional, Positive, and Polite
  • Lead team meetings, ask routing questions to better understand the customer issues BRCC is receiving, educate and coach supervisors on processes and procedures, and explain expectations to employees.
  • Become a SME on internal programs and systems to be able to coach and train supervisors on new features and roll-outs


  • 5+ years of leadership experience in a call center is required
  • Managed large number (10 or more) of team members in remote environment.
  • Proven working experience in call center management (manager or above) in the eCommerce industry required
  • BS degree in Business Administration or related field a plus


  • Competitive Pay
  • Comprehensive medical, dental & vision package
  • Company-paid life insurance + supplemental options
  • Short and Long-Term disability options/coverage
  • Extensive EAP program with legal coverage
  • American values-based culture built on freedom, integrity, accountability, respect, love, and commitment to serve those who have served.


BRCC is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, sex, race, color, religion, national origin, genetics, disability, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. All selected candidates will be required to submit to a pre-employment background check.


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