Customer Service Manager

📋 Description

• Lead a 50-person remote customer service team; set clear performance expectations.
• Collaborate with CX and QA to optimise processes and automation.
• Collect and analyse customer feedback with CX to identify pain points.
• Track and improve metrics such as NPS, CSAT and customer effort score.
• Align touchpoints with customer needs through cross-functional collaboration.
• Identify opportunities to introduce new services or tools to enhance experience.

🎯 Requirements

• A minimum of 10 years' customer service experience.
• 7+ years in customer service management with oversight of 40-50+ direct reports.
• Proven experience operating in a fast-paced, high-volume, high-pressure environment.
• Decisive with strong critical thinking and problem-solving skills.
• Track record of contributing to process improvement, optimisation, or automation initiatives.
• Fluent English with excellent written/spoken communication and diplomacy.

🎁 Benefits

• Remote-first; no commute, work from anywhere with a strong connection.
• A dynamic and fast-paced work environment.
• Career growth and development opportunities within the company.
• Performance-based bonus opportunities.
• Comprehensive benefits package, including health insurance, pension schemes, and other perks.
• Ongoing professional development and training opportunities.