Customer Service Manager

Job Title: Customer Service Manager

Location: On-Site (Production & Marketing Areas)

Reports to: COO

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team in a fast-paced, dynamic environment. This is an on-site role that will require close collaboration with both the production and marketing departments. You will oversee the daily operations of the customer service team, ensuring that exceptional service is provided across multiple communication channels (email, chat, and phone). The ideal candidate will bring strong leadership skills, a customer-centric mindset, and the ability to improve processes while maintaining a high standard of customer satisfaction.

Team Leadership & Management:

• Lead, mentor, and develop a diverse customer service team, ensuring they are well-equipped to provide outstanding customer support.
• Provide regular coaching and feedback to team members to foster professional growth and ensure the team meets performance targets.
• Conduct regular performance reviews and manage team scheduling to ensure adequate coverage during peak periods.
• Set clear expectations for service excellence and motivate the team to consistently deliver results.

Customer Interaction & Support:

• Oversee the team’s daily operations across various customer service channels, including email, chat, and phone support.
• Ensure timely and effective resolution of customer inquiries, complaints, and issues, prioritizing customer satisfaction at all times.
• Handle complex or escalated customer interactions, providing expert solutions and ensuring a positive outcome.

Collaboration with Production & Marketing:

• Act as the liaison between customer service, production, and marketing teams to relay customer feedback, product insights, and identify opportunities for improvement.
• Work closely with production to address any product-related issues or concerns raised by customers and ensure timely resolutions.
• Collaborate with marketing to ensure customer-facing messaging is clear, accurate, and consistent with brand standards.

Scheduling & Process Optimization:

• Manage team schedules to ensure adequate coverage during peak hours and periods of high demand.
• Continuously analyze customer service workflows, identify inefficiencies, and implement process improvements to enhance service quality and response times.
• Develop and implement best practices and standard operating procedures (SOPs) for customer service interactions.

Customer Experience Strategy:

• Lead initiatives to improve overall customer experience, ensuring that customers have a seamless, positive interaction with the brand at every touchpoint.
• Monitor key customer satisfaction metrics and use data-driven insights to drive performance and optimize team strategies.
• Spearhead initiatives to enhance customer loyalty, reduce churn, and increase overall satisfaction.

• Experience: Minimum 4 years of experience in customer service, with at least 2 years in a leadership role.
• Leadership Skills: Proven ability to lead and inspire a team to meet and exceed performance goals while maintaining high morale.
• Communication: Excellent verbal and written communication skills, with a strong ability to communicate clearly and professionally with customers and internal teams.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex customer issues effectively.
• Time Management: Excellent organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Technical Skills: Familiarity with customer service software and tools (e.g., Zendesk, Freshdesk, or similar platforms).
• Collaboration: Ability to work effectively across departments, particularly with production and marketing teams.

• Experience in a manufacturing or production environment is a plus.
• Background in customer experience strategy and process improvement.
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• Ability to analyze customer service data and develop insights to improve team performance.