A Customer Service Manager oversees the daily operations of the customer support department to ensure client satisfaction, optimize team performance, and maintain service standards. They lead a team of support representatives, manage service workflows, and act as a strategic link between frontline operations and company leadership.
Job Summary
We are seeking an experienced Customer Service Manager to lead our customer support team and elevate our service standards. In this role, you will design service workflows, mentor agents, and analyze metrics to drive customer retention. The ideal candidate thrives in fast-paced environments, resolves complex escalations, and collaborates across departments to continuously enhance the customer experience.
Core Responsibilities
- Lead daily operations: Oversee the customer support team's routine workflows and resource scheduling.
- Manage escalations: Intervene directly to resolve complex or sensitive customer complaints.
- Train and mentor: Recruit, onboard, and provide ongoing professional development for service agents.
- Monitor performance metrics: Track and report on key indicators like CSAT, Net Promoter Score (NPS), and response times.
- Refine department policies: Establish and update service standard operating procedures to optimize operational efficiency.
- Bridge internal teams: Relay direct consumer feedback to product, sales, and marketing teams to improve products.
- Oversee support tools: Manage customer relationship management (CRM) systems and omnichannel helpdesk software.
Key Skills and Qualifications
- Experience: 3–5+ years in a customer-facing role, with at least 2 years in a supervisory capacity.
- Education: Bachelor’s degree in Business Administration, Communications, or a related field.
- Communication: Exceptional verbal and written communication skills to handle escalations and align internal teams.
- Technical proficiency: Hands-on experience with CRM tools (such as Salesforce, Zendesk, or HubSpot).
- Analytical thinking: Ability to interpret data trends and transform metrics into actionable service improvements.
- Leadership: Proven ability to coach team members, reduce burnout, and foster a collaborative workspace
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Leave encashment
- Paid sick time
Ability to commute/relocate:
- Industrial Area , Lucknow, Uttar Pradesh: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)
Education:
Experience:
- Customer service: 2 years (Required)
Language:
Location:
- Industrial Area , Lucknow, Uttar Pradesh (Preferred)
Willingness to travel:
Work Location: In person
