Customer Service Manager

JOB OBJECTIVE: We are looking for an experienced and dynamic Customer Service Manager to oversee the day-to-day operations of our customer service team. The CSM will be responsible for ensuring high levels of customer satisfaction, resolving issues efficiently, and driving a customer-first culture within the team. This individual will manage customer service representatives, develop team performance strategies, and improve service delivery processes.

Key Responsibilities

• Lead, mentor, and manage a team of customer service associates, ensuring high performance, engagement, and job satisfaction.
• Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.
• Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.
• Develop initiatives to improve the overall customer experience, aligning services with customer expectations and industry best practices.
• Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.
• Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.
• Provide ongoing training and professional development opportunities for customer service team members, including inclusive communication and empathy training.
• Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management. Maintain documentation and reporting systems that support audit readiness and regulatory transparency.
• Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.
• Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customer service.
• With close coordination with Legal and Compliance teams, ensure that the companys customer complaint handling processes are compliant with relevant regulatory requirements, including but not limited to the Financial Products and Services Consumer Protection Act (FCPA) and other consumer protection laws.
• Monitor and regularly review complaint resolution procedures to align with evolving legal and regulatory standards.
• Lead training initiatives for frontline staff on compliant complaint handling practices.
• Perform other tasks assigned by the management/President.
  
  

• Bachelors degree in Business Administration, Communications, or a related field (preferred).
• Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
• Strong leadership skills with a focus on team building, motivation, and performance management.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.
• Strong organizational and time-management skills.
• Experience with CRM tools and customer service management software.
• Ability to analyze customer service data and create actionable reports and insights.
  
  

• Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS, FCR) and applicable regulatory frameworks (e.g. MC 18 of 2019, FCPA).
• Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).
• Knowledge of call center operations or multi-channel support systems (email, live chat, social media).
• Project management experience is a plus.