Customer Service Manager

Job Summary:

The Customer Service Manager is responsible for leading and optimizing the customer service team to ensure high-quality support and efficient operations across all customer-facing channels. This role is pivotal in driving team productivity, maintaining organized and updated documentation, and collaborating with other departments to enhance the overall customer experience. The ideal candidate will possess strong leadership skills, a knack for process automation, and an analytical mindset to continually improve customer service processes.

Responsibilities:
- Lead, mentor, and develop a high-performing customer service team across various channels (phone, email, chat, SMS, social media).
- Implement strategic growth plans, including recruitment, training, and performance management.
- Forecast resource needs to support customer demands and product expansion initiatives.
- Oversee and streamline daily operations, ensuring all processes are efficient, well-documented, and aligned with company objectives.
- Regularly update knowledge bases and customer-facing resources to maintain accuracy and relevance.
- Manage automation projects to minimize manual tasks and enhance operational efficiency.
- Define, monitor, and report on KPIs such as ticket resolution time, customer satisfaction, and retention metrics.
- Prepare and present weekly, monthly, and quarterly performance reports to leadership.
- Collaborate with cross-functional teams to streamline escalation processes and optimize workflows.
- Gather and analyze customer feedback, implementing changes for continuous service improvement.
- Monitor market trends and competitor activities to ensure service quality remains competitive.
- Prepare the team for new product launches by coordinating training sessions and updating resources.

Requirements:
- 5+ years of experience in customer service operations, preferably within the e-commerce or retail sectors.
- Proven experience in leading teams, driving performance improvements, and meeting KPIs.
- Strong analytical skills with experience using customer service platforms (e.g., Zendesk, Gorgias).
- Familiarity with e-commerce platforms such as Shopify and WooCommerce.
- Excellent leadership, communication, and problem-solving abilities.
- A proactive approach to adopting new technologies and driving continuous improvement in processes.
- Ability to work collaboratively with cross-functional teams to enhance overall customer experience.