Customer Service Manager

Job description

Customer Service Manager

About the Role

We are looking for an experienced Customer Service Manager to lead and develop a high-performing customer support team. This person will be responsible for overseeing day-to-day customer service operations, improving service quality, coaching team members, and ensuring customers receive timely, professional, and effective support.

The ideal candidate is a hands-on people leader who is comfortable working in a fast-paced environment, using data to drive decisions, and partnering with other teams to resolve customer issues and improve the overall customer experience.

Key Responsibilities

Team Leadership & Management

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Lead, coach, and develop a team of Customer Service Representatives/Agents.

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Set clear performance expectations and monitor individual and team performance.

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Conduct regular 1:1s, performance reviews, coaching sessions, and team meetings.

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Identify training and development needs and create plans to address performance gaps.

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Foster a positive, accountable, and customer-focused team culture.

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Support hiring, onboarding, and ramp-up of new customer service team members.

Customer Service Operations

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Oversee day-to-day customer service operations and ensure appropriate coverage and staffing.

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Monitor customer inquiries, escalations, response times, resolution times, and overall service levels.

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Ensure customer issues are handled efficiently and escalated appropriately.

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Take ownership of complex or high-priority customer escalations when needed.

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Develop and maintain customer service processes, procedures, and standards.

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Identify operational inefficiencies and implement improvements.

Performance & Quality Management

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Establish and track KPIs such as CSAT, response time, resolution time, SLA attainment, first-contact resolution, ticket volume, and productivity.

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Analyze performance data and identify trends, recurring issues, and opportunities for improvement.

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Conduct quality reviews and provide actionable feedback to team members.

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Develop action plans to improve team performance and customer satisfaction.

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Prepare regular performance reports and communicate key findings to leadership.

Cross-Functional Collaboration

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Partner with Product, Operations, Engineering, Sales, Finance, and other teams to resolve recurring customer issues.

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Communicate customer feedback and trends to relevant internal stakeholders.

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Help identify product, process, or policy improvements based on customer interactions.

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Ensure effective communication and handoffs between customer service and other departments.

Process & Continuous Improvement

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Build and improve knowledge bases, FAQs, workflows, and customer service documentation.

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Identify opportunities to automate or streamline repetitive support processes.

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Establish scalable processes as the customer service organization grows.

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Stay informed about customer service best practices, tools, and technologies.

Qualifications

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3–5+ years of experience in customer service, with at least 1–2 years in a supervisory or management role.

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Demonstrated experience managing, coaching, and developing customer service teams.

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Strong understanding of customer service operations and performance management.

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Experience working with customer service KPIs and metrics.

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Strong problem-solving and escalation-management skills.

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Excellent written and verbal communication skills.

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Strong organizational skills and ability to manage multiple priorities.

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Comfortable working with customer service platforms, ticketing systems, CRM tools, and reporting/analytics tools.

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Strong attention to detail and a customer-first mindset.

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Ability to make sound decisions in a fast-paced environment.

Preferred Qualifications

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Experience managing a high-volume customer support operation.

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Experience with SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses.

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Experience working with tools such as Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar platforms.

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Experience managing remote or distributed customer service teams.

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Experience with workforce planning, scheduling, forecasting, or capacity management.

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Experience implementing customer service process improvements or automation.

What We're Looking For

The successful candidate will be:

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A strong people leader who knows how to coach and motivate a team.

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Customer-focused while also balancing business and operational needs.

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Data-driven, using metrics to identify problems and make decisions.

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Hands-on, willing to jump into difficult customer issues when necessary.

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Accountable and organized, with strong follow-through.

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Collaborative, able to work effectively across departments.

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Process-oriented, with a focus on building scalable and consistent support operations.

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Calm under pressure and comfortable handling escalations and challenging situations.

Key Success Metrics

Success in this role will be measured through improvements in:

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Customer satisfaction (CSAT)

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First-contact resolution

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Response and resolution times

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SLA attainment

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Customer retention/experience

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Team productivity

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Quality scores

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Employee engagement and retention

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Escalation volume and resolution

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Operational efficiency