Customer Service Manager

Key Responsibilities

• Lead, coach, and develop a team of client specialists
• Set clear expectations and drive accountability through observations and performance management
• Create a culture of motivation, empowerment, and continuous improvement
• Train agents and create development pathways that enable them to excel
• 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
• 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
• Maintain schedules, resources, and operational priorities to ensure quality and efficiency
• 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

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 (preferred)
• 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