Full-Time Senior Customer Service Manager

Senior Customer Service Manager

Provide strategic direction and leadership for the customer service function.

Collaborate cross-functionally to develop and implement policies, processes, and technology solutions to enhance customer experience and drive operational excellence.

Strategic Leadership

• Develop and execute a customer service strategy aligned with business objectives.
• Define performance metrics and service-level agreements to measure success and improve outcomes.
• Monitor industry trends, technologies, and best practices to enhance service offerings and address evolving customer needs.

Team Management

• Oversee customer service teams, ensuring motivation, training, and meeting performance targets.
• Manage recruitment, onboarding, and professional growth for full-time and temporary staff.
• Oversee staffing levels, scheduling, and workflow to optimize efficiency.

Customer Interaction & Escalation

• Serve as the highest escalation point for critical inquiries, partnering with managers and specialists for resolution.
• Implement and refine quality standards and review protocols for accurate, empathetic, and timely communication.

Process Optimization & Technology

• Champion evaluation, selection, and deployment of new customer service technologies (registration platforms, phone systems, CRM).
• Establish processes for gathering feedback from frontline teams and customers to streamline workflows and improve productivity.

Cross-Functional Collaboration

• Partner with key stakeholders to ensure customer service aligns with organizational goals.
• Drive strategic initiatives, call campaigns, and special projects to positively impact customer experience.

Communication & Feedback

• Maintain transparent communication with customers, leadership, and teams regarding policies, product updates, and project statuses.
• Oversee customer satisfaction surveys, analyzing results to identify trends, recommend improvements, and inform strategic decisions.

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