Customer Service Manager

About the role

The Customer Service Manager leads the Customer Service department and is responsible for providing a consistent, efficient, and positive customer experience across phone, email, chat, social media, online reviews, returns, warranties, and fraud/loss prevention. This role develops Team Leads and customer service agents, manages staffing and performance, resolves escalated issues, monitors key performance indicators, and works with other departments to improve policies, systems, and processes. Customer feedback and operational data are used to improve response times, resolution quality, team effectiveness, and the overall customer experience.

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