Customer Service Manager

📋 Description

• • Lead and elevate the Support function by delivering seamless end-to-end customer experiences and connecting strategic priorities with day-to-day execution.
• • Lead day-to-day operations with energy and purpose, setting ambitious performance targets across response times, resolution rates, and sales conversion, and building conditions for the 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 pre-purchase to post-purchase resolution.
• • Partner with internal teams to review operational health, deploy new tools or training solutions, and build interdepartmental ties 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 their experience shapes decisions across every function.
• • Lead regular cross-functional performance reviews that go beyond surface metrics, identifying market trends, surfacing root causes, and presenting findings to drive 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 bottlenecks before they become bigger problems.
• • Coach, develop, and give feedback to help team members improve, raising the bar for those around you.
• • Use inquiry volume and performance data to uncover the 'why' behind the 'what' and present findings clearly to cross-functional stakeholders.