Customer Service Manager

About the role

Reporting to the Director of Customer Experience, the Manager of Customer Service owns how customers are served across every channel and how well the operation behind that service runs. They are accountable for response, quality, automation performance, and partner performance, and for the standards that keep handling consistent whether a case is resolved by automation, a partner, or the internal team. When a metric moves, this role finds the cause rather than just reporting the number. Grows what automation and partners absorb over time so the internal team spends its hours on the harder work and sets the operating standard the rest of the CX team works toward.

Responsibilities

• Service Delivery and Quality
  • Own service levels, backlog, and response performance across all channels
  • Set clear handling rules for customer cases of all types
  • Turn quality misses into coaching, so we fix the habit, not the ticket
  • Bring new channels into the same standard as they come online
• Customer Service Automation
  • Own automation performance end to end: resolution rate, escalation quality, and flow accuracy
  • Hold automation to current policy on refunds, returns, and case disposition
  • Identify case types that should be automated but are not, and build the case to close the gap
• Partner Performance
  • Own the day-to-day partner relationship, escalation thresholds, and performance reviews
  • Understand what escalates back to us and why, then close those gaps
  • Build the documentation and access that lets partners take on more case types over time
• Insight and Reporting
  • Explain why a category is spiking with evidence behind it
  • Work with IT so the data we need is captured systematically
• Loyalty Experience
  • Understand what drives loyalty contacts and unblock the experience, not only answer tickets
  • Measure success by fewer contacts, not faster replies
• Recovery and Closing the Loop
  • Run detractor recovery off the signal handed over from Voice of Customer
  • Measuring reach and resolve, re-survey lift, and cost per recovered customer
• People
  • Coach the team of Customer Service Specialists toward owning business problems and work toward resolutions
  • Set expectations for domain ownership and follow-through
  • Run performance conversations, development plans, and hiring

Qualifications

• 3+ years in customer service or CX operations, with 1+ years of leading a CX team
• Exposure to customer-facing AI or automation tools such as DigitalGenius, Ada, Gorgias AI, Intercom Fin, Zendesk AI, or Forethought
• Able to speak to how automation performance is measured: automation rate versus resolution rate, escalation and handover rate, containment, post-chat CSAT split between bot and agent, and performance at the intent level
• Has owned a performance metric and can point to what they did about it
• Experience managing an offshore or BPO partner against QA and SLA targets, and