Customer Service Manager

The Client Success Manager leads a team of client specialists driving excellent client experience team performance and key company priorities. Reporting to the Director of Client Success this role owns team accountability client satisfaction and retention building a culture of professionalism empowerment and continuous improvement.

DISCLAIMER : PLEASE DO NOT APPLY TO THIS ROLE IF YOU DO NOT CALL CENTER MANAGEMENT EXPERIENCE

KEY RESPONSIBILITIES
Team Leadership & Development
Lead coach and develop a team of client specialists
Set clear expectations and drive accountability through observations and performance management
Build a culture of motivation empowerment and continuous improvement
Train agents and create development pathways that enable them to excel

Client Experience & Retention
Champion an excellent client experience across every team interaction
Take ownership of client issues and drive strategic complete resolutions
Build client loyalty and retention throughout the program lifecycle
Develop and implement service procedures that improve the client experience and drive revenue

Performance & Reporting
Deliver and exceed performance goals and key metrics
Analyze data and evaluate results to build action plans for improvement or sustained performance
Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
Monitor schedules resources and operational priorities to maintain quality and efficiency
Strategy & Cross-Functional Collaboration
Drive change and adaptability within the team with clarity and enthusiasm
Implement strategic processes that improve service quality and support company priorities
Collaborate with internal and external stakeholders at the director level and above
Some travel may be required for in-person business meetings

REQUIRED QUALIFICATIONS
Proven experience as a customer service manager or team lead in a related fieldExperience with customer service software CRM systems and operational tools
Experience managing or working alongside BPO teams strongly preferredAbility to create and present executive-level performance updates
Experience leading remote teams across multiple time zonesStrategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
Strong written and verbal communication skills across all levels of the organizationBachelors degree or related field preferred; relevant experience considered equally