Customer Service Manager
About the Role
We are looking for an experienced Customer Service Manager to lead and develop a high-performing customer support team. This person will be responsible for overseeing day-to-day customer service operations, improving service quality, coaching team members, and ensuring customers receive timely, professional, and effective support.
The ideal candidate is a hands-on people leader who is comfortable working in a fast-paced environment, using data to drive decisions, and partnering with other teams to resolve customer issues and improve the overall customer experience.
Key Responsibilities
Team Leadership & Management
Lead, coach, and develop a team of Customer Service Representatives/Agents.
Set clear performance expectations and monitor individual and team performance.
Conduct regular 1:1s, performance reviews, coaching sessions, and team meetings.
Identify training and development needs and create plans to address performance gaps.
Foster a positive, accountable, and customer-focused team culture.
Support hiring, onboarding, and ramp-up of new customer service team members.
Customer Service Operations
Oversee day-to-day customer service operations and ensure appropriate coverage and staffing.
Monitor customer inquiries, escalations, response times, resolution times, and overall service levels.
Ensure customer issues are handled efficiently and escalated appropriately.
Take ownership of complex or high-priority customer escalations when needed.
Develop and maintain customer service processes, procedures, and standards.
Identify operational inefficiencies and implement improvements.
Performance & Quality Management
Establish and track KPIs such as CSAT, response time, resolution time, SLA attainment, first-contact resolution, ticket volume, and productivity.
Analyze performance data and identify trends, recurring issues, and opportunities for improvement.
Conduct quality reviews and provide actionable feedback to team members.
Develop action plans to improve team performance and customer satisfaction.
Prepare regular performance reports and communicate key findings to leadership.
Cross-Functional Collaboration
Partner with Product, Operations, Engineering, Sales, Finance, and other teams to resolve recurring customer issues.
Communicate customer feedback and trends to relevant internal stakeholders.
Help identify product, process, or policy improvements based on customer interactions.
Ensure effective communication and handoffs between customer service and other departments.
Process & Continuous Improvement
Build and improve knowledge bases, FAQs, workflows, and customer service documentation.
Identify opportunities to automate or streamline repetitive support processes.
Establish scalable processes as the customer service organization grows.
Stay informed about customer service best practices, tools, and technologies.
Qualifications
3–5+ years of experience in customer service, with at least 1–2 years in a supervisory or management role.
Demonstrated experience managing, coaching, and developing customer service teams.
Strong understanding of customer service operations and performance management.
Experience working with customer service KPIs and metrics.
Strong problem-solving and escalation-management skills.
Excellent written and verbal communication skills.
Strong organizational skills and ability to manage multiple priorities.
Comfortable working with customer service platforms, ticketing systems, CRM tools, and reporting/analytics tools.
Strong attention to detail and a customer-first mindset.
Ability to make sound decisions in a fast-paced environment.
Preferred Qualifications
Experience managing a high-volume customer support operation.
Experience with SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses.
Experience working with tools such as Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar platforms.
Experience managing remote or distributed customer service teams.
Experience with workforce planning, scheduling, forecasting, or capacity management.
Experience implementing customer service process improvements or automation.
What We're Looking For
The successful candidate will be:
A strong people leader who knows how to coach and motivate a team.
Customer-focused while also balancing business and operational needs.
Data-driven, using metrics to identify problems and make decisions.
Hands-on, willing to jump into difficult customer issues when necessary.
Accountable and organized, with strong follow-through.
Collaborative, able to work effectively across departments.
Process-oriented, with a focus on building scalable and consistent support operations.
Calm under pressure and comfortable handling escalations and challenging situations.
Key Success Metrics
Success in this role will be measured through improvements in:
Customer satisfaction (CSAT)
First-contact resolution
Response and resolution times
SLA attainment
Customer retention/experience
Team productivity
Quality scores
Employee engagement and retention
Escalation volume and resolution
Operational efficiency
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