44214775690 - Customer Service Manager - Remote Eligible
Activate Talent
Customer Service Manager
Employment Type: Full-time; Remote
Schedule: US Time Zone
Industry: Customer Service
About Us
We're a fast-growing company that values excellence in customer experience. We're looking for a Customer Service Manager who is not only an experienced leader but also hands-on and willing to jump into customer support when needed. This role requires strong organizational skills, clear communication with employees, and a passion for delivering outstanding service.
Role Overview
The Customer Service Manager will lead and support a team of Customer Service Representatives while also handling direct customer interactions. This hybrid role ensures the team is motivated, well-trained, and aligned with company standards while maintaining a hands-on approach to customer satisfaction.
Key Responsibilities
- Team Management: Supervise, mentor, and support the customer service team, ensuring smooth day-to-day operations.
- Communication: Maintain clear, consistent communication with employees, fostering an open and collaborative environment.
- Customer Service: Handle escalated customer inquiries via chat, email, or phone, and assist with regular CSR duties when needed.
- Training & Development: Coach and develop representatives to improve performance, communication, and problem-solving skills.
- Organization & Reporting: Track KPIs, monitor team performance, and provide reports and feedback to leadership.
- Process Improvement: Identify recurring issues, streamline workflows, and recommend solutions to improve customer experience.
- Hands-On Support: Lead by example by directly engaging with customers and assisting the team during high-volume periods.