Customer Service Manager

Job Summary:

The Customer Service Operations Manager leads and optimizes the customer service team to ensure high-quality support and efficient operations. This role focuses on driving team productivity, maintaining organized documentation, and ensuring that all customer-facing and internal resources are regularly updated. Strong leadership, process automation, and collaboration with other departments are key to success.

Key Responsibilities:

> Lead and develop a high-performing customer service team across multiple channels (phone, email, chat, SMS, social media).
> Implement strategic growth plans, recruitment, and training initiatives.
> Forecast resource needs to support customer demands and product expansion.
> Oversee and optimize daily operations, ensuring efficient and well-documented processes.
> Regularly update knowledge bases and customer-facing resources for accuracy.
> Manage process automation projects to reduce manual tasks and enhance efficiency.
> Define and monitor KPIs such as ticket resolution time, customer satisfaction, and retention metrics.
> Provide weekly, monthly, and quarterly reports on key metrics.
> Collaborate with cross-functional teams to streamline escalations and improve workflows.
> Gather and analyze customer feedback for continuous improvement.
> Stay informed on market trends and competitor products to ensure service quality.
> Prepare the team for new product launches through training and resource updates.

Qualifications:
> 5+ years of experience in customer service operations, preferably in e-commerce or a related field.
> Proven experience leading teams, improving performance, and meeting KPIs.
> Strong data analytics skills with experience using customer service platforms (e.g., Zendesk, Gorgias).
> Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
> Excellent leadership, communication, and problem-solving skills.
> Ability to adapt to new technologies and drive continuous improvement.

Please apply through: https://freedom-laser-therapy-inc.breezy.hr/p/77f0413b7ced-cs-manager?state=published