Customer Service Manager

As the leader of the customer support teams, you will be responsible for overseeing and managing the day-to-day operations. Your primary focus will be to drive initiatives aimed at improving performance to not only meet but exceed SLAs and KPIs. Collaboration with various cross-functional teams, such as product, technology, logistics, and marketing, will be essential in streamlining workflows and enhancing team productivity. Your role will involve leading or actively participating in project planning, execution, and implementation of operational improvements, particularly in the realms of e-commerce support, automation, and scalability. Monitoring team metrics and implementing effective coaching strategies to foster team development will be crucial for success. Ensuring adherence to internal processes and quality standards, as well as identifying process gaps and spearheading initiatives to enhance service delivery, reduce costs, and elevate customer satisfaction levels, will be part of your responsibilities. Efficiently managing timelines, resources, and communication for operational projects involving multiple stakeholders will be essential. You will be expected to cultivate a culture of accountability, continuous improvement, and operational excellence within the teams. Reporting performance insights and project outcomes to senior leadership and stakeholders will also be a key aspect of your role.,