About the Role: We are seeking an experienced and dynamic Customer Service Manager to lead and inspire our customer service team in a fast-paced, high-performing environment. This role is key to ensuring exceptional service delivery while fostering a positive and proactive team culture. Key Responsibilities: Lead, coach, and develop a team of customer service professionals to consistently deliver outstanding customer experiences. Actively listen to customer needs, manage escalations, and respond effectively to ensure satisfaction and resolution. Collaborate with other departments to streamline communication and improve customer experience across all touchpoints. Monitor and analyze performance metrics to identify trends and implement continuous improvements. Share knowledge, best practices, and training initiatives to promote a culture of excellence and learning. Maintain service standards and ensure all operations align with company values and customer expectations. Requirements: Proven experience managing a team in a fast-paced customer service or contact center environment. Excellent communication skills - able to clearly share knowledge, experiences, and expectations with the team. Strong ability to empathize, problem-solve, and build rapport with customers and colleagues. Demonstrated experience in using customer feedback to drive service improvement initiatives. Ability to analyze data and KPIs to make informed decisions and improve team performance. Proficient in CRM systems and customer service tools. Desirable Experience (Strong Additional Points): Experience in building and scaling customer service processes to match business growth. Proven track record of delivering training programs and mentoring team members to achieve high performance. Background in handling multi-channel support (e.g. phone, email, chat, social media) with strong adaptability. Why Join Us? We offer a supportive and empowering environment where your contributions make a real difference. If you are passionate about leading teams and delivering top-tier customer service, we’d love to hear from you.