Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to lead and oversee our customer support operations. You will be responsible for ensuring exceptional service delivery, improving customer satisfaction, and managing a team of support representatives. This role is critical to maintaining strong customer relationships and driving loyalty.

Manage day-to-day operations of the customer service team.

Set clear service level goals (SLAs) and monitor performance metrics (CSAT, FCR, NPS).

Develop and implement customer service policies, procedures, and standards.

Hire, train, coach, and evaluate customer service representatives.

Handle escalated customer issues with professionalism and urgency.

Collaborate with cross-functional teams (sales, product, operations) to resolve customer pain points.

Analyze customer feedback and complaints to identify trends and areas for improvement.

Implement tools and systems (e.g., CRM, helpdesk) to optimize support workflows.

Prepare and present regular reports on customer service performance to leadership.

Lead initiatives to improve the overall customer experience and retention.

Experience in SaaS, e-commerce, B2B, or consumer tech industries (customize as needed)

Familiarity with omni-channel customer support (chat, email, phone, social media)

Excellent verbal and written communication skills

Strong leadership and team management abilities

Problem-solving and conflict resolution skills

High emotional intelligence and empathy

Data-driven mindset with attention to detail

Ability to work under pressure and handle multiple priorities