Customer Service Manager

Job Summary

We are seeking an experienced and customer-focused Customer Service Manager to lead our support team, enhance customer satisfaction, and ensure service excellence. The role involves managing day-to-day customer service operations, resolving escalated issues, and driving continuous improvements to deliver an outstanding customer experience.

• Lead and manage the customer service team, including training, coaching, and performance monitoring.
• Develop and implement customer service policies, procedures, and standards.
• Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
• Monitor and analyze key performance metrics (CSAT, NPS, response time, resolution time).
• Collaborate with sales, marketing, and product teams to improve customer journeys.
• Use feedback and data to identify areas for improvement and propose solutions.
• Oversee customer communication across multiple channels (phone, email, chat, social media).
• Prepare reports and present insights to senior management.
• Foster a customer-centric culture within the organization.
• Stay updated on industry trends and customer service technologies.
• Proven experience as a Customer Service Manager, Team Lead, or similar role.
• Strong leadership and people management skills.
• Excellent problem-solving, conflict resolution, and decision-making abilities.
• Outstanding communication and interpersonal skills.
• Experience with CRM and customer support platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Analytical mindset with ability to interpret data and improve processes.
• Ability to thrive in a fast-paced and customer-driven environment.