
Service Operations Manager
6 days ago
We are seeking an experienced and proactive team lead to oversee daily operations and drive customer satisfaction.
- Manage a blended process, ensuring high service levels, coaching team members, and implementing process improvements.
- Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
Bachelor's degree or equivalent work experience, minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
- Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
- Excellent written communication, problem-solving, and people management skills.
- Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement. Handle escalated customer queries and resolve complex issues efficiently.
- Work with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
- Maintain shift schedules, ensure proper coverage, and manage attendance.
- Ensure daily agent productivity targets are met.
- Contribute to knowledge base development and continuous process improvement.
Benefits: Flexible shifts and weekend support if needed.
We look forward to hearing from you
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