Customer Service Management Jobs at Sodexo with Visa Sponsorship
Sodexo hires Customer Service Management professionals across its food service and facilities contracts, including roles at corporate dining, healthcare, and campus accounts. The company has a track record of sponsoring work visas for this function, making it a realistic target if you need employer support to work in the U.S.
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Get Access To All JobsINTRODUCTION
Sodexo InReach is seeking a Customer Service Manager in Austin, Texas
This is a hybrid role with two days at home and three in the office
The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach’s Vending and Office Coffee Service (OCS) operations.
This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination.
The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams.
This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool.
ROLE AND RESPONSIBILITIES
What You'll Do:
- Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issues, and equipment concerns
- Manage daily workflow, case assignment, and prioritization to ensure SLA commitments are consistently met
- Serve as the primary escalation point for complex, time-sensitive, or high-impact customer issues
- Partner with Branch Managers, Service Managers, Distribution Managers, and District Managers to drive timely resolution and operational alignment
- Monitor and report on customer service performance metrics, identifying trends, gaps, and improvement opportunities
- Use Microsoft Teams to manage communication with remote employees through meetings, chat, escalation channels, and collaboration spaces
- Conduct regular one-on-ones, team huddles, and performance reviews with remote team members
- Ensure consistent use of service workflows, escalation protocols, and branch-specific procedures
- Support onboarding and training of Customer Service Representatives on vending/OCS operations, equipment types, and service standards
- Collaborate with Account Managers and Key Account Managers to address customer risks, escalations, and retention concerns
- Drive continuous improvement initiatives related to efficiency, quality, and customer experience
- Be accountable for meeting and improving service performance, including but not limited to:
- SLA adherence for response and resolution times
- First Contact Resolution (FCR) rates
- Escalation volume and resolution effectiveness
- Repeat service issues and trend reduction
- Customer satisfaction indicators (CSAT, customer feedback)
- Ticket/work order accuracy and documentation compliance
- Team productivity and case throughput
- Analyze performance data, communicate results to leadership, and implement corrective actions when service levels fall below expectations.
WHAT WE OFFER
Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:
- Medical, Dental, Vision Care and Wellness Programs
- 401(k) Plan with Matching Contributions
- Paid Time Off and Company Holidays
- Career Growth Opportunities and Tuition Reimbursement
More extensive information is provided to new employees upon hire.
BASIC QUALIFICATIONS
- 3+ years of experience leading or managing a customer service or support team
- Experience supporting field-based or service-oriented operations (vending, OCS, facilities, logistics, or similar preferred)
- Demonstrated success managing remote employees and distributed teams
- Strong working experience using Microsoft Teams for daily communication, collaboration, and team management
- Experience managing SLAs, KPIs, and service performance in a high-volume environment
- Strong escalation management skills with the ability to balance urgency, empathy, and operational realities
- Effective coach and communicator who can drive accountability in a remote setting
- Ability to partner cross-functionally with Operations, Service, and Account Management teams
- Strong organizational, analytical, and problem-solving skills
- Customer-first mindset with a focus on consistency, clarity, and operational execution
- Vending, Micro Market, or Office Coffee Service (OCS) industry experience preferred
- Experience working with CRM or ticketing systems preferred
- Familiarity with multi-branch or multi-region service environments preferred
- Comfort operating in a fast-paced, evolving organization preferred
WHO WE ARE
At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.
Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.
MINIMUM QUALIFICATIONS
Associate's Degree or equivalent experience
INTRODUCTION
Sodexo InReach is seeking a Customer Service Manager in Austin, Texas
This is a hybrid role with two days at home and three in the office
The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach’s Vending and Office Coffee Service (OCS) operations.
This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination.
The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams.
This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool.
ROLE AND RESPONSIBILITIES
What You'll Do:
- Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issues, and equipment concerns
- Manage daily workflow, case assignment, and prioritization to ensure SLA commitments are consistently met
- Serve as the primary escalation point for complex, time-sensitive, or high-impact customer issues
- Partner with Branch Managers, Service Managers, Distribution Managers, and District Managers to drive timely resolution and operational alignment
- Monitor and report on customer service performance metrics, identifying trends, gaps, and improvement opportunities
- Use Microsoft Teams to manage communication with remote employees through meetings, chat, escalation channels, and collaboration spaces
- Conduct regular one-on-ones, team huddles, and performance reviews with remote team members
- Ensure consistent use of service workflows, escalation protocols, and branch-specific procedures
- Support onboarding and training of Customer Service Representatives on vending/OCS operations, equipment types, and service standards
- Collaborate with Account Managers and Key Account Managers to address customer risks, escalations, and retention concerns
- Drive continuous improvement initiatives related to efficiency, quality, and customer experience
- Be accountable for meeting and improving service performance, including but not limited to:
- SLA adherence for response and resolution times
- First Contact Resolution (FCR) rates
- Escalation volume and resolution effectiveness
- Repeat service issues and trend reduction
- Customer satisfaction indicators (CSAT, customer feedback)
- Ticket/work order accuracy and documentation compliance
- Team productivity and case throughput
- Analyze performance data, communicate results to leadership, and implement corrective actions when service levels fall below expectations.
WHAT WE OFFER
Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:
- Medical, Dental, Vision Care and Wellness Programs
- 401(k) Plan with Matching Contributions
- Paid Time Off and Company Holidays
- Career Growth Opportunities and Tuition Reimbursement
More extensive information is provided to new employees upon hire.
BASIC QUALIFICATIONS
- 3+ years of experience leading or managing a customer service or support team
- Experience supporting field-based or service-oriented operations (vending, OCS, facilities, logistics, or similar preferred)
- Demonstrated success managing remote employees and distributed teams
- Strong working experience using Microsoft Teams for daily communication, collaboration, and team management
- Experience managing SLAs, KPIs, and service performance in a high-volume environment
- Strong escalation management skills with the ability to balance urgency, empathy, and operational realities
- Effective coach and communicator who can drive accountability in a remote setting
- Ability to partner cross-functionally with Operations, Service, and Account Management teams
- Strong organizational, analytical, and problem-solving skills
- Customer-first mindset with a focus on consistency, clarity, and operational execution
- Vending, Micro Market, or Office Coffee Service (OCS) industry experience preferred
- Experience working with CRM or ticketing systems preferred
- Familiarity with multi-branch or multi-region service environments preferred
- Comfort operating in a fast-paced, evolving organization preferred
WHO WE ARE
At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.
Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.
MINIMUM QUALIFICATIONS
Associate's Degree or equivalent experience
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Get Access To All JobsTips for Finding Customer Service Management Jobs at Sodexo Jobs
Frame your credentials around contract environments
Sodexo's Customer Service Management roles sit inside managed service contracts, not traditional restaurants. Highlight experience managing service delivery, client relations, or team operations within a contracted or B2B setting to match what hiring managers are screening for.
Target accounts in healthcare and higher education
Sodexo's food and facilities contracts at hospitals and universities tend to have more stable management headcount and longer hiring cycles, which gives sponsored candidates more runway. Search by these sectors when browsing open Customer Service Management postings.
Use Migrate Mate to filter Sodexo's open roles
Sodexo regularly posts Customer Service Management openings across dozens of locations. Use Migrate Mate to filter specifically for Sodexo roles that align with your visa type, so you're not wasting applications on sites where sponsorship eligibility isn't surfaced.
Ask about LCA filing timing during the offer stage
For TN and H-2B categories, the Labor Condition Application or supporting DOL documentation must be in place before you can start. Ask your Sodexo recruiter which team handles this and confirm they have a process, not just a willingness, to file on your behalf.
Document client-facing performance metrics for your application
Sodexo evaluates Customer Service Management candidates on measurable service outcomes, client satisfaction scores, and team retention. Quantifying these in your resume and interview answers directly maps to the criteria managers use in managed services contract environments.
Customer Service Management at Sodexo jobs are hiring across the US. Find yours.
Find Customer Service Management at Sodexo JobsFrequently Asked Questions
Does Sodexo sponsor H-1B visas for Customer Service Managements?
Sodexo's sponsorship activity for Customer Service Management roles has focused on F-1 OPT, F-1 CPT, TN, J-1, and H-2B categories rather than H-1B. H-1B sponsorship for management roles in food service is uncommon industry-wide because USCIS requires the position to qualify as a specialty occupation, which is a harder standard to meet for generalist management titles compared to technical or professional roles.
How do I apply for Customer Service Management jobs at Sodexo?
Applications go through Sodexo's careers portal, where postings are listed by location and account type. You can also browse Sodexo's open Customer Service Management roles filtered by visa compatibility on Migrate Mate. When applying, address the specific contract environment in your cover materials, whether healthcare, corporate dining, or campus, since Sodexo hiring managers evaluate fit against the account type, not just the job title.
Which visa types does Sodexo commonly use for Customer Service Management roles?
Sodexo has sponsored F-1 OPT, F-1 CPT, J-1, TN, and H-2B visas for this function. F-1 OPT is the most accessible entry point for recent graduates. TN applies if you're a Canadian or Mexican national working in a qualifying professional category. J-1 and H-2B sponsorship depends on the specific program and account need. None of these require USCIS lottery selection, which simplifies the timeline compared to H-1B.
What qualifications does Sodexo expect for Customer Service Management positions?
Most postings expect a bachelor's degree in hospitality, business, or a related field alongside direct experience managing teams in a service environment. Sodexo places particular weight on client relationship management and labor cost control within contracted accounts. Candidates with experience in food service, facilities management, or healthcare services environments are better positioned, since the role involves managing delivery against contractual service-level agreements rather than standalone retail or restaurant operations.
How do I plan my timeline if I need Sodexo to sponsor my visa for a Customer Service Management role?
The timeline depends on your visa type. F-1 OPT authorization through USCIS takes up to 90 days, so apply for it well before your program ends. TN status for Canadian citizens can be obtained at the port of entry with the right documentation, making it significantly faster. For H-2B, DOL certification must precede filing, which adds weeks. Build these lead times into your job search and be transparent with Sodexo recruiters about your status start date early in the process.
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