Customer Service Manager

ABOUT THE ROLE

Our client is looking for a Customer Service Manager to lead and elevate their Support function. In this role, you’ll be responsible for delivering seamless end-to-end customer experiences, connecting strategic priorities with day-to-day execution.

You’ll focus on improving team workflows, using data to guide decisions, and partnering cross-functionally to ensure every customer interaction delivers value.

This role is ideal for someone who can balance strategy with hands-on execution, is passionate about developing people, and enjoys building scalable processes as the business grows.

WHAT YOU WILL DO

• Lead day-to-day operations with energy and purpose, setting ambitious performance targets across response times, resolution rates, and sales conversion and building the conditions for your team to consistently hit them
• Design flexible schedules across email, chat, and phone to ensure reliable coverage during peak hours and around the clock where needed
• Continuously review and refine workflows to reduce friction at every stage of the customer journey, from the first pre-purchase question through to post-purchase resolution
• Partner with internal teams to review operational health, deploy new tools or training solutions, and build the interdepartmental ties needed to ensure collective support for primary objectives and KPIs
• Act as the critical link between support and the rest of the business, championing the voice of the customer so that their experience shapes decisions across every function, not just within the support team
• Lead regular cross-functional performance reviews that go beyond surface metrics, identifying market trends, surfacing root causes, and presenting findings in a way that drives real action
• Translate customer feedback into clearly prioritized opportunities for product improvement and retention
• Give senior leadership honest, consistent visibility into team health, customer sentiment, and operational bottlenecks before they become bigger problems

WHO YOU ARE

• 3 or more years of leadership experience in a high-volume, transactional environment, including managing large or cross-functional teams, with strong organizational and time management abilities
• A genuine passion for identifying complex operational challenges and designing effective, scalable solutions that hold up as the business grows
• A natural communicator and collaborator who builds trust quickly across teams and seniority levels
• A bias toward action and a reputation for finding solutions where others see roadblocks
• Demonstrated experience designing, launching, and measuring programs that meaningfully improve the experience and value delivered to customers
• Skilled at coaching, developing, and giving feedback in a way that helps people do their jobs better, success in this role will come from being recognized as someone who raises the bar for those around them
• Solid grounding in customer service operations and quality assurance practices
• Comfortable working with inquiry volume and performance data to uncover the why behind the what, and presenting those findings clearly to cross-functional stakeholders
• Experience with CRM tools is a plus
• Genuine curiosity about AI and what it can unlock, particularly around improving how teams handle customer interactions across phone and other channels

ABOUT HIGHLIGHTTA

This confidential opportunity is presented by HighlightTA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs.

Connect with us and learn more: HighlightTA on LinkedIn https://www.linkedin.com/company/highlightta