Customer Service Manager

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Requirements:

• Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).
• 3+ years of experience in customer service management, preferably in a tech, finance, or remote-based setting.
• Proven track record of managing and developing remote teams with high performance.
• Strong communication skills and an ability to effectively manage challenging customer interactions remotely.
• Familiarity with CRM software and other remote communication tools; experience with financial tools or market data platforms is a plus.
• Analytical skills with the ability to interpret service data and implement data-driven improvements.
• Strong problem-solving skills and ability to work independently and under pressure in a remote environment.

Responsibilities:

• Lead, coach, and manage a remote team of customer service specialists to meet or exceed performance goals.
• Develop and refine customer service processes, policies, and standards to enhance customer satisfaction and engagement.
• Handle escalated customer issues with empathy and efficiency, ensuring swift resolutions.
• Monitor and analyze service metrics and KPIs to identify trends, improvement areas, and training needs.
• Provide feedback and insights to cross-functional teams to support ongoing product and service improvements.
• Foster a positive, customer-focused culture within the remote team through training, coaching, and regular feedback sessions.
• Stay informed about industry best practices, trends, and tools to keep our customer service at the forefront of the industry.