Customer Service Manager

KEY RESPONSIBILITIES
Team Leadership & Development
• Lead, coach, and develop a team of client specialists
• Set clear expectations and drive accountability through observations and performance management
• Build a culture of motivation, empowerment, and continuous improvement
• Train agents and create development pathways that enable them to excel

Client Experience & Retention
• Champion an excellent client experience across every team interaction
• Take ownership of client issues and drive strategic, complete resolutions
• Build client loyalty and retention throughout the program lifecycle
• Develop and implement service procedures that improve the client experience and drive revenue

Performance & Reporting
• Deliver and exceed performance goals and key metrics
• Analyze data and evaluate results to build action plans for improvement or sustained performance
• Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
• Monitor schedules, resources, and operational priorities to maintain quality and efficiency
Strategy & Cross-Functional Collaboration
• Drive change and adaptability within the team with clarity and enthusiasm
• Implement strategic processes that improve service quality and support company priorities
• Collaborate with internal and external stakeholders at the director level and above
• Some travel may be required for in-person business meetings

REQUIRED QUALIFICATIONS
• Proven experience as a customer service manager or team lead in a related field • Experience with customer service software, CRM systems, and operational tools
• Experience managing or working alongside BPO teams strongly preferred • Ability to create and present executive-level performance updates
• Experience leading remote teams across multiple time zones • Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
• Strong written and verbal communication skills across all levels of the organization • Bachelor's degree or related field preferred; relevant experience considered equally