Manager - Customer Service

Job Description

We are seeking a highly motivated and experienced Customer Service Manager to lead and manage a team of customer service professionals. The ideal candidate will be responsible for overseeing daily operations, driving team performance, ensuring service excellence, and fostering a customer-centric culture. This role requires strong leadership, excellent communication skills, and the ability to work effectively during US business hours. Key Responsibilities: Lead, mentor, and manage a team of customer service representatives to ensure high performance and consistent achievement of KPIs. Monitor team metrics (AHT, CSAT, FCR, SLAs, etc.) and drive continuous improvement. Handle escalations and provide resolution in a timely and empathetic manner. Conduct regular team meetings, performance reviews, and coaching sessions. Collaborate cross-functionally with Sales, Operations, Product, and Tech teams to resolve issues and improve customer experience. Identify training needs and support ongoing learning and development of the team. Prepare and present reports on team performance and customer feedback to senior leadership. Implement customer service strategies and best practices that align with organizational goals. Requirements: 8+ years of experience in customer service, with at least 4 years in a managerial or team lead role. Prior experience managing teams in a B2B or B2C environment supporting US clients/customers. Excellent verbal and written communication skills in English. Proven ability to motivate and lead high-performing teams. Analytical mindset with a focus on process improvement and problem-solving. Willingness to work in night shifts (US business hours). Preferred Qualifications: Experience in SaaS, E-commerce, or IT services industries. Six Sigma or customer service certifications (optional but advantageous). Show more Show less