Help Line Service Manager

POPP Communications

Hours: Monday-Friday, 8:00 am – 5:00 pm

Location:  Golden Valley, MN

Exempt: Salary

The purpose of the Help Line Service Manager is to ensure that POPP consistently provides industry-leading help line service and support. The Help Line Service Manager leads, manages, and holds the Help Line team accountable for delighting internet, voice, and phone system (hosted and premise-based) clients. If you are a technically-minded, organized individual with proven leadership and management skills, we encourage you to apply for the Help Line Service Manager position.


  • Lead and manage the planning and execution of the help line service department’s goals and daily operations to delight clients and accomplish POPP’s vision
  • Hold the help line representatives and non-business day customer service representatives accountable to achieve established metrics and take ownership of client issues to resolution
  • Ensure current, accurate, relevant, and efficient (CARE) service orders, notes, and comments in databases
  • Keep process, steps, and procedures CARE and simple; ensure team members consistently follow
  • Identify opportunities to increase revenue and profit, improve quality, and decrease costs
  • Analyze statistics and compile accurate reports to make good decisions
  • Coordinate work to meet established deadlines through rapidly changing priorities
  • Provide continuous learning environment and techniques for Help Line Technicians
  • Resolve escalated client issues

Education and Experience:

  • Bachelor’s degree or equivalent experience
  • 3-5 years customer service experience
  • 2-4 years management/coaching experience

Knowledge, Skills and Abilities:

  • Strong background in troubleshooting and issue resolution
  • Strong oral and written communication skills with ability to interpret complex information and communicate effectively with others
  • Experience with Microsoft Office Suite
  • Strong prioritization and organizational skills, with great attention to detail
  • Understand industry best practices
  • Knowledge of communication technologies and services


  • Medical/Dental/Vison
  • Life Insurance/STD/LTD
  • Flexible Spending Accounts
  • 401(k) w/ Match
  • Paid Holidays
  • PTO (Paid Time Off)
  • VTO (Paid Volunteer Time Off)
  • Employee Discounts (Phone & Internet)
  • Tuition Reimbursement
  • Length of Service Awards
  • Company Events
  • Casual Dress Environment
  • Flexible Summer Hours

Physical Requirements:

  • Constant use of telephone with headset
  • Constant use of computer including keyboard and mouse
  • Ability to sit for extended periods of time
  • Ability to lift and carry 10-20 pounds

Supervisory Responsibilities:

  • Manage 8 full time and 6 part-time direct reports


  • Call center environment; fast paced; can be noisy


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