Customer Service Manager (IN)

📋 Description

• Lead and develop a 50-strong remote customer service team.
• Collaborate with CX and QA to optimise processes and automation.
• Analyse feedback to identify pain points and opportunities.
• Track and improve service metrics (NPS, CSAT, effort).
• Align customer touchpoints with marketing, product, and tech teams.
• Drive service innovations to enhance the customer experience.

🎯 Requirements

• 10+ years' customer service experience.
• 7+ years in a customer service management role with 40-50+ direct reports.
• Fast-paced, high-volume, high-pressure environment experience.
• Decisive, sharp decision-maker with strong critical thinking.
• Track record in process improvement, optimisation, or automation initiatives.
• Fluent English, excellent communication, diplomacy; 40 wpm typing.

🎁 Benefits

• Remote-first working—no commute, work from anywhere with a strong connection.
• Shape technology, processes, and approach as we grow.
• Career growth and development opportunities.
• Competitive salary with performance-based bonuses.
• Comprehensive benefits: health insurance, pension, and other perks.
• Dynamic, fast-paced work environment.