Customer Service Manager

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