Job Details

Job Summary:

We are seeking an experienced and customer-centric Customer Service Manager to lead our customer support team and drive excellent service delivery. The ideal candidate will be responsible for overseeing daily operations, improving customer satisfaction, managing team performance, and ensuring that every customer interaction reflects our company’s values and commitment to quality service.

Key Responsibilities:

• Lead, coach, and manage the customer service team to deliver outstanding support
• Develop and implement customer service policies, procedures, and standards
• Monitor team performance and ensure KPIs (e.g., response time, resolution time, CSAT) are met or exceeded
• Handle escalated customer inquiries and complaints in a professional and timely manner
• Analyze customer feedback and service trends to identify areas for improvement
• Collaborate with cross-functional teams (sales, product, marketing) to enhance the customer experience
• Recruit, train, and conduct performance evaluations for service staff
• Prepare regular reports on customer service metrics and present findings to leadership
• Ensure all tools, systems, and processes are optimized for efficiency and scalability
• Foster a customer-first culture and continuously look for ways to elevate service quality

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field (Master’s is a plus)
• 3–5+ years of experience in customer service, with at least 1–2 years in a managerial or supervisory role
• Proven ability to lead and develop high-performing teams
• Strong understanding of customer service principles, CRM systems, and best practices
• Excellent communication, leadership, and conflict-resolution skills
• Analytical mindset with the ability to use data for decision-making and process improvements
• Experience with customer service software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)

Preferred Skills:

• Experience in [industry-specific knowledge: e.g., e-commerce, telecom, healthcare, SaaS, etc.]
• Knowledge of customer experience frameworks (e.g., NPS, CSAT, VoC programs)
• Bilingual skills (optional, based on region and customer base)
• Familiarity with help desk tools, AI-driven support platforms, or knowledge base systems

What We Offer:

• Competitive salary and performance bonuses
• Health benefits, paid time off, and other perks
• Opportunities for growth and leadership development
• A supportive and collaborative team culture
• A chance to make a significant impact on customer loyalty and company success

• Bachelor’s degree in Business Administration, Communications, Management, or a related field
• Master’s degree or additional certifications in customer service or leadership (preferred, not required)

Experience:

• 3–5+ years of experience in a customer service or support role
• Minimum 1–2 years of experience in a managerial or supervisory position
• Proven track record of leading and motivating customer service teams
• Experience in handling escalated issues and managing customer satisfaction metrics

Technical Skills:

• Proficient in customer service tools and CRM systems (e.g., Zendesk, Salesforce, Freshdesk, HubSpot)
• Strong computer literacy, including MS Office (Excel, Word, PowerPoint) or Google Workspace
• Familiarity with customer service analytics and reporting tools
• Understanding of ticketing systems, knowledge bases, and help desk software

Leadership & Interpersonal Skills:

• Strong leadership and team-building abilities
• Excellent verbal and written communication skills
• Conflict resolution and problem-solving skills
• High emotional intelligence and ability to handle sensitive situations with empathy
• Ability to coach and develop team members to improve performance

Analytical & Strategic Thinking:

• Ability to analyze service metrics (CSAT, NPS, First Response Time, etc.) and drive performance improvements
• Strategic thinker with a customer-first mindset
• Experience in process optimization and implementing service improvements

Other Requirements:

• Ability to work under pressure and manage multiple priorities
• Flexibility to work different shifts or weekends (if needed based on business hours)
• Knowledge of customer experience best practices and service excellence standards
• Legal authorization to work in [Country/Region]