Customer Service Manager

About the role

The Customer Service Manager is responsible for leading the strategic direction and continuous improvement of the Customer Service department. This role establishes systems, processes, policies, and operational standards to drive departmental performance, cross-functional collaboration, and strategic initiatives, deliver a consistent customer experience, and support business objectives.

Key responsibilities

• Establish and continuously improve customer service systems, workflows, SOPs, policies, and service standards to ensure operational efficiency, consistency, scalability, and an excellent customer experience.
• Analyze customer service performance, customer feedback, and operational trends to identify opportunities, implement improvements, and drive departmental KPIs.
• Lead cross-functional coordination with internal departments to resolve operational issues, improve the customer journey, and ensure alignment on customer-related processes.
• Oversee departmental planning, team structure, resource allocation, and capability development to ensure adequate staffing, business continuity, and long-term growth.
• Manage high-level customer escalations, policy exceptions, operational risks, and decisions that fall outside the supervisor's authority.
• Monitor and report key business insights, including lost sales, counterfeit incidents, recurring customer concerns, and operational risks, while recommending corrective and preventive actions.
• Lead strategic initiatives, system enhancements, and customer experience projects, representing Customer Service in management discussions and organizational planning.

About you

• Bachelor's degree in Business Administration, Information Technology, eCommerce, or a related field.
• 5–7 years of experience in customer service, with 1–2 years in leadership or supervisory role.
• Advanced working knowledge of computer operations and digital tools.
• Proficient in Microsoft Office applications, Google Workspace, email management, customer service/client systems and data analysis.
• Experience in developing and improving systems, workflows, SOPs, and operational processes.
• Strong business acumen with the ability to analyze performance metrics, identify trends, and make data-driven decisions.
• Proven ability to lead, develop, and manage high-performing teams while fostering a culture of accountability and continuous improvement.
• Strong project management and organizational skills with the ability to manage multiple priorities and strategic initiatives.
• Strong decision-making skills with the ability to make timely, well-informed decisions and provide clear direction.
• Ability to collaborate effectively with cross-functional teams and influence stakeholders to achieve business objectives.