Front line - customer support manager

Job PurposeLead and manage the Customer Services team to deliver excellent customer support, ensure efficient daily operations, resolve escalated issues, and drive continuous improvement in customer satisfaction and service quality.Key ResponsibilitiesManage the day-to-day activities of the Customer Services team.Coach, develop, and motivate team members to achieve performance targets.Monitor service levels, productivity, and customer satisfaction metrics.Handle complex customer complaints and escalations.Ensure compliance with company policies, procedures, and service standards.Identify opportunities to improve processes and enhance the customer experience.Prepare operational reports and provide performance updates to management.Coordinate with internal stakeholders to ensure seamless customer support.RequirementsBachelor’s degree in Business Administration or a related field.5+ years of customer service experience, including 2+ years in a supervisory or managerial role.Strong leadership, communication, and problem-solving skills.Experience managing customer-facing teams in a fast-paced environment.Proficiency in Microsoft Office and customer service systems.Key CompetenciesCustomer FocusTeam LeadershipDecision MakingConflict ResolutionCommunication SkillsPerformance ManagementContinuous Improvement