About the Role

We are seeking a proactive and experienced Customer Service Manager to lead our customer support team and ensure exceptional service delivery across all channels. You will be responsible for managing daily operations, driving service excellence, coaching the team, and resolving escalated issues while continuously improving processes to enhance customer experience.

Key Responsibilities

• Lead, train, and motivate the customer service team to meet KPIs and service standards
• Oversee day-to-day operations and ensure timely resolution of customer inquiries across phone, email, chat, and social media
• Monitor and report on team performance, customer satisfaction (CSAT/NPS), and service metrics
• Handle complex customer issues and escalations professionally
• Improve workflows, processes, and use of CRM systems to increase efficiency
• Collaborate with internal teams (sales, product, operations) to align on customer needs and feedback

Requirements

• Customer service experience, ideally in retail, fashion, tech, or hospitality
• Strong communication skills in English and a second language (third language is a plus)
• Confident across phone, video, email, and live chat
• Customer-focused with high energy and a positive attitude
• Solid problem-solving and negotiation skills
• Results-driven and well-organized, able to multitask
• Familiar with Microsoft Office and CRM tools (e.g., Salesforce)
• Willing to work flexible hours, including nights, weekends, and public holidays