Customer Service Manager

Job Responsibilities:

• Lead, mentor, and inspire a team of online customer service representatives, ensuring they meet performance targets and provide exceptional service.
• Monitor team performance, ensuring key metrics such as response times, resolution times, customer satisfaction, and quality standards are consistently met or exceeded.
• Handle and resolve complex or escalated customer inquiries via chat, email, or other online communication channels.
• Collect and analyze customer feedback to identify trends and provide actionable insights to improve products and services.
• Work closely with cross-functional teams (e.g., product, technical support, marketing) to resolve customer issues and improve service delivery.

Job Requirements

• Minimum 3 years of experience in customer service, with at least 2 year in a leadership or supervisory role in an online support environment.
• Exceptional verbal and written communication skills with the ability to handle difficult situations and de-escalate when necessary.
• Familiarity with customer support software (e.g., Zendesk, Freshdesk) and online communication tools (e.g., live chat, social media platforms).
• A passion for delivering excellent customer experience and a strong understanding of customer service metrics and KPIs.
• Fluency in English and French Language.