About this role
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