Customer Service Manager

Job Description:

We are hiring a proactive and detail-oriented Customer Service Manager to oversee daily operations of the customer support team, manage customer interactions, and optimize support systems to ensure seamless experiences for our clients.

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Key Responsibilities:

• Lead and manage the customer support team (in-house or virtual).
• Handle escalated customer issues via email, chat, or calls.
• Monitor support channels (email, live chat, social media, ticketing tools) and ensure timely responses.
• Develop and implement customer service policies, procedures, and quality standards.
• Train, mentor, and evaluate team performance regularly.
• Create and analyze reports on customer feedback, satisfaction scores, and response times.
• Coordinate with internal departments (sales, development, PPC, etc.) to resolve customer queries.
• Implement tools and automations (e.g., CRM, helpdesk software) to improve service efficiency.
• Work with management to improve client retention and satisfaction.

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Requirements:

• Proven experience in customer service or support leadership roles.
• Excellent verbal and written communication skills.
• Strong organizational and conflict-resolution skills.
• Familiarity with customer service tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot, etc.).
• Ability to manage and lead remote teams effectively.
• A customer-first mindset with a passion for problem-solving.
• Comfortable with digital tools and platforms (Google Workspace, Slack, Trello, CRMs, etc.)