Customer Service Manager

We are looking for a proactive and tech-savvy Customer Service Manager to support the Customer Service Director by managing the day-to-day operations of our Technical Support team. In this role, you will ensure smooth service delivery, effective customer issue resolution, and consistent achievement of team-level KPIs.

This is a hands-on leadership role focused on operational execution, team development, and customer engagement. You will manage agents directly, handle escalations, and play a key part in maintaining service quality and customer satisfaction.

Key Responsibilities:

• Oversee daily support operations, including ticket queues, call flows, and escalations.
• Manage and coach support agents to ensure efficient and effective resolution of customer issues.
• Handle escalations from agents and resolve complex technical issues, escalating to the Director if required.
• Track and report on team KPIs such as FCR, SLA, and CSAT.
• Conduct regular customer follow-up calls to strengthen relationships and gather feedback.
• Ensure proactive communication with customers, preferring calls over email when appropriate.
• Maintain and update knowledge base documentation and ensure agents are trained on current systems and processes.
• Support the onboarding and development of new agents.
• Coordinate with internal teams (Product, IT, Sales) to address customer needs and operational challenges.
• Assist in implementing process improvements and ensuring consistent documentation.
• Work beyond normal hours when necessary to support business-critical needs.

Required Skills and Qualifications:

• Experience in customer service or support team management within a technical environment.
• Strong understanding of help desk platforms, ticketing systems, and CRM tools.
• Hands-on technical aptitude with the ability to support troubleshooting processes.
• Excellent people management, coaching, and team development skills.
• Strong communication skills, both written and verbal.
• Highly organised, with the ability to prioritise in a fast-paced environment.

Preferred Qualifications:

• Background in supporting SaaS products
• Technical certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) are a plus.
• Familiarity with ticket lifecycle management, knowledge base development, and support automation tools.
• Leading Teams and Team Leaders