Description:
The Customer Service Manager is responsible for leading day-to-day customer service operations, ensuring timely resolution of client ticket requests, managing purchasing and budget activities, and addressing escalations from both clients and internal teams. This role partners cross-functionally to maintain high service standards, operational efficiency, and strong client relationships.
Key Responsibilities
- Oversee and manage all incoming client ticket requests, ensuring timely triage, resolution, and communication in accordance with service level agreements (SLAs).
- Serve as the primary escalation point for complex or high-priority client issues, driving resolution and maintaining customer satisfaction.
- Lead, coach, and support the customer service team, including performance management, workload prioritization, and issue resolution.
- Manage purchasing requests related to customer service operations, ensuring accuracy, approval compliance, and alignment with business needs.
- Own customer service budget management, including expense tracking, forecasting, and cost control.
- Identify trends in client issues and service performance, recommending process improvements and corrective actions.
- Collaborate with internal departments (operations, finance, IT, and leadership) to resolve issues and improve service delivery.
- Develop and maintain customer service procedures, workflows, and documentation.
- Ensure consistent application of company policies and customer service standards.
- Prepare reports and metrics on ticket volume, resolution time, customer satisfaction, and budget performance.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
- 3–5 years of experience in customer service or customer operations, including leadership or supervisory responsibilities.
- Experience managing ticketing systems, escalations, and service workflows.
- Demonstrated experience with purchasing processes and budget management.
- Strong problem-solving and decision-making skills, with the ability to manage competing priorities.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Proficiency in customer service software, ticketing platforms, and Microsoft Office or similar tools.