Customer Service Manager

Job Description

We are looking for an experienced and motivated Customer Service Manager to lead our customer support team and ensure exceptional service delivery. You will oversee day-to-day operations, implement service strategies, and drive customer satisfaction and retention. The ideal candidate should possess excellent leadership skills, a strong customer-centric mindset, and the ability to optimize support processes.

Key Responsibilities:

Lead, mentor, and develop a team of customer service representatives

Set performance standards and monitor team KPIs to ensure quality service

Handle complex customer issues and escalate unresolved complaints as needed

Develop and implement customer service policies and procedures

Analyze customer feedback and support data to identify areas for improvement

Collaborate with other departments to improve the customer experience

Recruit, train, and onboard new team members

Prepare regular reports on customer service metrics and present findings to senior management

Ensure adherence to company policies and compliance requirements

Requirements:

Bachelor’s degree in Business, Communications, or a related field

Proven experience in a customer service management or supervisory role

Strong leadership, coaching, and people management skills

Excellent communication and interpersonal abilities

Proficiency with customer service software and CRM tools (e.g., Zendesk, Salesforce)

Analytical mindset with the ability to track KPIs and service metrics

Experience in [industry-specific domain, e.g., SaaS, retail, telecommunications]

Multilingual abilities

Familiarity with omnichannel support systems (chat, email, phone, social media)

Certification in customer experience (e.g., CXPA, ITIL, Six Sigma)