Customer Service Manager – Lead & Optimize Team

About the role

We are seeking an experienced, data‑driven Customer Service Manager to lead and inspire a team of Customer Success Specialists. The role combines people leadership, strategic planning, and process optimisation to deliver exceptional service and drive retention, expansion, and satisfaction.

Key responsibilities

• Lead, mentor and manage a team of customer service representatives, fostering a collaborative environment and overseeing performance.
• Handle escalated client inquiries and complaints, ensuring timely resolution and maintaining strong client relationships.
• Analyse client feedback and interaction data to improve satisfaction and identify upsell, cross‑sell, or expansion opportunities.
• Identify, design and implement process improvements, best practices, and workflow optimisations aligned with industry standards.
• Develop and deliver training programmes, provide ongoing coaching, and support professional growth of the team.
• Prepare and analyse KPI reports, using data insights to recommend service enhancements.
• Collaborate with operations, compliance, sales and other departments to resolve client issues and ensure a seamless experience.
• Ensure all customer service activities comply with relevant regulations and company policies.

Required profile

• Bachelor’s degree in business, finance or a related field.
• At least 5 years of experience in customer service, customer success or related leadership roles.

Required skills