Customer Service Manager
Core
Manage and lead an outsourced customer service center, building processes and ensuring high service standards for a B2C commerce platform.
Role type
Senior Customer Service Manager (Operations)
Builds
Customer service operations, service processes, and AI-driven service tools
Domain
B2C E-commerce / Consumer Loyalty
Deliverable
production ML models
Required skills
Customer service center management, outsourced vendor management, service process design, KPI definition, SLA management, AI tool implementation, knowledge management, stakeholder coordination
Preferred skills
Experience in consumer clubs, loyalty programs, or credit card companies
Technologies
Advanced AI tools, Knowledge management systems
Responsibilities
Lead and monitor an outsourced customer service center, implement service processes and quality controls, adapt operations to high-volume marketing campaigns, collaborate with internal teams and external vendors, identify operational gaps and drive solutions
Seniority
Senior, hands-on IC
