Manager of Customer Service

Job Description

REQUIREMENTS

• You bring familiarity with workforce management and quality assurance processes.
• You demonstrate excellent communication and interpersonal skills with both frontline teams and cross-functional partners.
• You thrive in a fast-paced, high-volume environment while maintaining focus and consistency.
• You apply strong problem-solving and conflict resolution skills to address customer and team challenges effectively.

RESPONSIBILTIES

• Team leadership & channel operations: Lead and manage a team of frontline associates handling customer inquiries through chat and text messaging platforms.
• Service level performance & quality execution: Monitor daily operations to ensure service levels, response times, and quality standards are consistently met.
• Coaching, development & engagement: Coach, mentor, and develop team members to enhance performance, engagement, and career growth while fostering a positive, inclusive, and high-performing team culture.
• KPI analysis & performance improvement: Analyze team performance metrics such as CSAT, quality, handle time, and schedule adherence, and implement strategies to improve results.
• Cross-functional partnership & escalation resolution: Partner with Operations, IT, and Logistics to resolve escalations, improve customer processes, and handle complex customer issues effectively and on time.
• Documentation & case management discipline: Ensure consistent and accurate documentation of customer cases and interactions.
• Continuous improvement & operational efficiency: Drive improvement initiatives that enhance customer experience and operational efficiency using available data and insights.
• Workforce planning & staffing support: Support workforce planning, scheduling, and staffing needs to ensure coverage and responsiveness meet customer demand.

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