Manager - Customer Service

We are seeking a highly motivated and experienced Customer Service Manager to lead and manage a team of customer service professionals.
The ideal candidate will be responsible for overseeing daily operations, driving team performance, ensuring service excellence, and fostering a customer-centric culture.
This role requires strong leadership, excellent communication skills, and the ability to work effectively during US business hours.
Key Responsibilities:
- Lead, mentor, and manage a team of customer service representatives to ensure high performance and consistent achievement of KPIs.
- Monitor team metrics (AHT, CSAT, FCR, SLAs, etc.) and drive continuous improvement.
- Handle escalations and provide resolution in a timely and empathetic manner.
- Conduct regular team meetings, performance reviews, and coaching sessions.
- Collaborate cross-functionally with Sales, Operations, Product, and Tech teams to resolve issues and improve customer experience.
- Identify training needs and support ongoing learning and development of the team.
- Prepare and present reports on team performance and customer feedback to senior leadership.
- Implement customer service strategies and best practices that align with organizational goals.
Requirements:.
- 8+ years of experience in customer service, with at least 4 years in a managerial or team lead role.
- Prior experience managing teams in a B2B or B2C environment supporting US clients/customers.
- Excellent verbal and written communication skills in English.
- Proven ability to motivate and lead high-performing teams.
- Analytical mindset with a focus on process improvement and problem-solving.
- Willingness to work in night shifts (US business hours).
Preferred Qualifications:.
- Experience in SaaS, E-commerce, or IT services industries.
- Six Sigma or customer service certifications (optional but advantageous).