Customer Service Manager

About the role

We are looking for a Customer Service Manager to lead our support operations across multiple delivery platforms and direct channels. The role focuses on ensuring high customer satisfaction, handling escalations, and driving continuous improvement in service quality.

Key responsibilities

• Oversee day‑to‑day customer support activities, monitoring response times, refunds and overall service quality.
• Handle complex complaints and escalations, providing timely resolutions and reporting on customer satisfaction metrics.
• Train, coach and supervise customer service representatives to maintain performance standards.
• Collaborate with operations teams to identify pain points and implement process enhancements that improve the customer experience.
• Prepare regular reports on key performance indicators and present insights to senior management.

Required profile

• Proven experience in managing customer service or call‑center teams.
• Strong analytical mindset with ability to interpret service data and drive improvements.
• Excellent communication and leadership skills.
• Ability to work under pressure and manage multiple priorities.

Required skills