Team Manager, Customer Success
Core
Lead and manage high-performing Customer Success, Customer Protection, CARE, FSI, and CSI operations teams in Manila and Managua to ensure service promises and customer satisfaction.
Role type
Senior Team Manager, Customer Success & Protection
Builds
Customer service operations and protection teams
Domain
Financial services / Money transfer / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, coaching, performance management, conflict resolution, process optimization, stakeholder communication, talent development, operational oversight
Preferred skills
Experience in customer protection or fraud prevention, mastery of product and business economics, cultural value alignment
Technologies
N/A
Responsibilities
Coach associates on performance and service standards, lead team huddles and communicate goals, mediate interpersonal issues, manage performance reviews and development plans, act as an expert for escalated customer calls, ensure adherence to policies and labor regulations
Seniority
Senior, hands-on IC