Customer Service Manager

About the role

The Customer Service Manager leads the daily operations of the Customer Service team, fostering a culture of empathy, urgency, and accountability. This hands‑on leader ensures customers receive timely, accurate, and compassionate support across all channels while driving continuous improvement.

Key responsibilities

• Lead, coach, and develop a high‑performing Customer Service team.
• Oversee daily operations, ensuring inquiries are prioritized and resolved within service level targets.
• Monitor performance metrics such as CSAT, first‑contact resolution, response times, and ticket backlog.
• Conduct one‑on‑one coaching sessions and team meetings to align priorities and share updates.
• Identify and implement process improvements to boost efficiency and customer experience.
• Maintain and update policies, procedures, knowledge‑base articles, and SOPs.
• Collaborate with Operations, Sales, Marketing, eCommerce, Quality, and Logistics to resolve issues and enhance the end‑to‑end journey.
• Support workforce planning, recruitment, onboarding, and training of new team members.
• Act as subject‑matter expert for customer care systems and manage escalated concerns.

Required profile

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 4–6 years of customer service experience, including at least 3 years in a supervisory or people‑leadership role.
• Proven ability to coach, develop talent, and drive performance against KPIs.

Required skills

• Experience with Vonage, HubSpot or similar CRM platforms.
• Familiarity with Shopify.