Senior Customer Service Manager

📋 Description

• • As a Senior Customer Service Manager at Exclaimer, you will be instrumental in leading and shaping the Exclaimer Desk functions within the broader Customer Service department. This pivotal role is responsible for the day-to-day management and strategic direction of the support desk, ensuring exceptional service delivery and fostering a high-performing team environment. You will be the primary point of escalation for complex customer issues and complaints, driving resolutions and maintaining the highest standards of quality and attention to detail. Your leadership will directly impact customer satisfaction and operational efficiency, contributing significantly to Exclaimer's reputation as a global award-winning SaaS provider.
• • In this dynamic role, your daily responsibilities will encompass a wide range of leadership and operational tasks. You will be tasked with recruiting, hiring, training, and mentoring a team of Support Desk Generalists, cultivating a high-performing and motivated workforce. Regular performance reviews, constructive feedback, and the identification of professional development opportunities will be key to nurturing individual and team growth. You will actively foster a positive and collaborative team environment, encouraging open communication and knowledge sharing to enhance collective problem-solving capabilities. A crucial aspect of your role will involve identifying training needs within the team and collaborating with the Head of Exclaimer Desk to develop comprehensive personal development plans for all team members. You will also provide consistent and relevant feedback as part of the Quality Assurance (QA) process, ensuring adherence to service standards. Your leadership will be focused on motivating and inspiring the team to achieve high levels of customer satisfaction and operational excellence. Furthermore, you will manage and nurture the relationship with our outsourced inbound team, working to remove blockers, understand performance metrics, and drive continuous improvement. This includes developing and implementing best practices and standard operating procedures tailored for the desk support team, ensuring efficient and effective resolution of customer issues.
• • You will oversee the day-to-day operations of the support team, meticulously monitoring key performance indicators (KPIs) such as customer satisfaction scores, average resolution times, and first-contact resolution rates. Your analytical skills will be vital in examining customer feedback to pinpoint areas for enhancement in product design, documentation, and overall support processes. A significant strategic responsibility will be to deliver on departmental objectives for bringing the current outsourced inbound team in-house, aligning with the company's pivot towards a fully in-sourced front-line customer service model. This transition will require careful planning, execution, and stakeholder management to ensure a seamless integration and sustained high performance. You will also be responsible for managing and de-escalating customer conflicts, employing active listening, empathy, and clear communication to resolve complaints, disputes, and instances of strong dissatisfaction. Facilitating internal escalations by coordinating effectively with other departments such as technical support, sales, and legal will be essential for resolving complex, cross-functional customer issues. You will act as a crucial liaison, ensuring timely and appropriate resolution of escalated matters and building and maintaining strong relationships with key customers and partners. Proactively identifying and addressing customer concerns before they escalate will be a hallmark of your approach.
• • This role offers a unique opportunity to significantly influence the customer service strategy and operations at a rapidly growing SaaS company. You will gain invaluable experience in managing and developing a customer-facing team, implementing process improvements, and leading strategic initiatives like the insourcing of an outsourced team. You will hone your skills in stakeholder management, performance analysis, and conflict resolution, becoming a key contributor to Exclaimer's commitment to exceptional customer experience. By driving operational excellence and fostering a culture of continuous improvement, you will play a vital role in shaping the future of customer support at Exclaimer and advancing your career in a supportive and growth-oriented environment.
• • Exclaimer is a global award-winning SaaS provider with an exceptional revenue rate and ambitious growth plans. We foster an inclusive and outcomes-driven culture, prioritizing a people-first approach built on fairness, psychological safety, and continuous learning. With over 300 colleagues across the UK, US, Europe, and Asia-Pacific, we are evolving into a multi-channel platform for branded business communications. This role offers the chance to shape the future of global communication while growing your career in a culture where curiosity, creativity, and accountability thrive. We are proud to be Great Place To Work Certified™ in both the UK and USA, reflecting our commitment to an environment where every voice matters and people genuinely enjoy coming to work.
• • You will be responsible for building and maintaining strong relationships with key stakeholders, including customers, technical teams, and management, ensuring clear and effective communication at all levels, both verbally and in writing. Your ability to manage expectations and resolve conflicts will be crucial in fostering trust and collaboration. You will continuously look for ways to improve processes and automate tasks where possible, enhancing efficiency and effectiveness. This role requires a proactive approach to identifying and addressing customer concerns, ensuring a high level of service quality and attention to detail in all aspects of your work and your team's output. You will collaborate continuously with other teams within Customer Teams to ensure a cohesive and integrated customer experience.