Customer Service Manager

ABOUT THE ROLE

Our client is looking for a Customer Service Manager to lead and elevate their Support function. In this role, you’ll be responsible for delivering seamless end-to-end customer experiences, connecting strategic priorities with day-to-day execution.

You’ll focus on improving team workflows, using data to guide decisions, and partnering cross-functionally to ensure every customer interaction delivers value.

This role is ideal for someone who can balance strategy with hands-on execution, is passionate about developing people, and enjoys building scalable processes as the business grows.

WHAT YOU WILL DO

- Lead day-to-day operations with energy and purpose, setting ambitious performance targets across response times, resolution rates, and sales conversion and building the conditions for your team to consistently hit them

- Design flexible schedules across email, chat, and phone to ensure reliable coverage during peak hours and around the clock where needed

- Continuously review and refine workflows to reduce friction at every stage of the customer journey, from the first pre-purchase question through to post-purchase resolution

- Partner with internal teams to review operational health, deploy new tools or training solutions, and build the interdepartmental ties needed to ensure collective support for primary objectives and KPIs

- Act as the critical link between support and the rest of the business, championing the voice of the customer so that their experience shapes decisions across every function, not just within the support team

- Lead regular cross-functional performance reviews that go beyond surface metrics, identifying market trends, surfacing root causes, and presenting findings in a way that drives real action

- Translate customer feedback into clearly prioritized opportunities for product improvement and retention

- Give senior leadership honest, consistent visibility into team health, customer sentiment, and operational b...