Customer Support Manager

Department:

• Oversee day-to-day support operations across phone, chat, WhatsApp, and email
• Lead, coach, and mentor the customer support team to meet service and empathy standards
• Track and analyze support KPIs response times, resolutions, satisfaction scores, rebookings, etc.
• Identify and report customer trends to improve service flows, client education, and engagement
• Handle escalations and ensure high-quality resolution with empathy and professionalism
• Optimize internal SOPs, scripts, knowledge base, and communication templates
• Collaborate cross-functionally with operations, sales, and marketing to enhance customer journeys
• Prepare regular performance summaries for leadership

• 3 5 years in customer service, with 2+ years in a team leadership or manager role
• Experience with CRM/call center platforms and support systems
• Excellent verbal and written communication in English
• Strong problem-solving, de-escalation, and client management skills
• Hands-on, process-driven, and data-oriented mindset
• Ability to train and develop a support team in a high-volume, service-first environment
• Passion for delivering a seamless, compassionate experience to every client

• Have worked in pet care, healthcare, hospitality, or wellness services
• Are a pet parent or someone who deeply understands customer emotions in care-based industries
• Have experience in support automation, knowledge management, or process improvement

1. How many years of experience do you have as a Customer Support Manager?
2. Do you have customer service experience?
3. How many years of people management experience do you have?
4. How much notice are you required to give your current employer?