Customer Service Manager

📋 Description

• Own how we check quality and how we lift it, running quality assurance that looks at decisions, not
• Work with team leaders so they lead their teams well
• Step in on lower-level escalations, show what calm de-escalation looks like, and turn each one into
• Run additional training for our in-house crew
• Keep managers across the business informed with a regular newsletter, so nobody is working from old
• Work across the southern and northern hemispheres, keeping both sides in step, within the direction

🎯 Requirements

• 5+ years' experience in customer experience, quality, enablement, or customer support leadership -
• Proven experience designing and running quality frameworks that focus on decision-making
• Strong coaching capability; you know how to give feedback that builds confidence, skill, and sound
• A deep understanding of tone, language, and emotional context in customer communication and how
• Experience handling judgement-heavy escalations with care, and using them as a source of learning
• Experience using qualitative and quantitative inputs together (QA reviews, customer feedback

🎁 Benefits

• Hybrid work with flexibility to work remotely day-to-day and in-person collaboration when it matters
• Close-knit group of thinkers and makers from over 25 different countries
• Commitment to accessibility in hiring process, including reasonable accommodations