Job Title: Customer Service Manager
Job Summary:
We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team ensuring excellent service quality resolving escalations collaborating with product and operations to improve customer experience and maintaining KPIs and SLAs.
Key Responsibilities
Lead coach and manage a customer service team across channels (email chat phone social media) ensuring fast accurate and empathetic responses.
Define and monitor KPIs/SLA targets (e.g. First Response Time Resolution Time Customer Satisfaction / NPS Churn related support metrics).
Handle escalated customer issues and highpriority cases working across internal teams (Tech Product Compliance) to resolve root causes.
Develop and maintain processes scripts knowledge base and workflows to ensure consistency quality and efficiency in customer interactions.
Collaborate with product operations fraud compliance and engineering teams to feed customer feedback suggest improvements and influence roadmaps.
Ensure compliance and security in customer communications (e.g. handling of sensitive data fraud prevention etc.).
Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge soft skills tools.
Manage staffing scheduling and resource allocation to meet demand and business growth.
Use customer support tools / CRM systems / ticketing systems to track performance generate reports and derive insights.
Identify trends in customer feedback / complaints generate actionable reports propose improvements to reduce issues improve UX.
Escalation management: setting up escalation paths ensuring SLAs met for escalations and maintaining calm with high pressure situations.
Qualifications & Skills
Bachelors degree in Business Communications or related field (or equivalent experience).
5 years of experience in customer service / customer support roles preferably in fintech payments banking or digital services. At least 1-2 years in a lead or supervisory role.
Strong understanding of payments / financial services is a plus (how payment flows work common issues customers face fraud / risk / dispute processes).
Excellent communication skills (written & verbal) empathy problem-solving and conflict resolution.
Experience with CRM / ticketing tools (Zendesk Freshdesk Salesforce Service Cloud etc.) tracking metrics dashboards.
Good data literacy: ability to read reports track KPIs use data to make process improvements.
Ability to manage teams plan shifts / staffing forecast workload.
Familiarity with regulatory & compliance aspects relevant to customer support (data protection AML etc.).
Calm under pressure; ability to handle escalations.
Multilingual skills a plus depending on customer base.
What We Offer
Competitive salary & benefits.
Opportunity to work in a fast-growing payments / fintech environment.
Potential for career growth into operations product or CX leadership roles.
Work with modern customer support tools analytics feedback loops.
Apply now!
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