Customer Service Manager
Core
Develop, implement, and optimize customer and business support processes to ensure best-in-class customer experience for represented brands.
Role type
Senior Customer Service Manager (Team Lead)
Builds
Customer support workflows and team performance metrics
Domain
Logistics and Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team management, workflow creation, performance coaching, client retention strategy, data analysis, MS Office proficiency
Preferred skills
Strategic planning, talent acquisition, cross-functional collaboration
Responsibilities
Create and monitor department workflow, train and develop customer service associates, manage a team of service agents and supervisors, handle complex customer calls, anticipate client needs based on business activity, work with sales team on client retention, participate in client QBRs, manage client reporting and corrective action reports
Seniority
Senior, hands-on IC with management responsibilities