Customer Service Manager

The Customer Service Manager oversees customer support operations, ensuring customers receive timely, professional, and effective service. This role leads customer service teams, develops service standards, resolves escalated issues, and implements strategies to improve customer satisfaction and retention.

Key Responsibilities

• Manage and supervise customer service representatives and team leads.
• Develop and implement customer service policies and procedures.
• Monitor service quality and customer satisfaction metrics.
• Handle escalated customer complaints and complex issues.
• Train, coach, and evaluate team performance.
• Create schedules and manage staffing requirements.
• Analyze customer feedback and identify improvement opportunities.
• Collaborate with sales, operations, and product teams to enhance customer experience.
• Prepare reports on service performance, KPIs, and customer trends.
• Ensure compliance with company policies and service standards.