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,