Customer Service Manager at ESW

The Opportunity

As a Customer Service Manager in our Customer Service Operations team, you will play a leading role in our Customer Service team(s), ensuring exceptional customer service and operational efficiency. The ideal candidate will have strong leadership skills, a strategic mindset, while being the brand champion for our internal and external stakeholders.

Responsibilities:

Client Management:

• Build and maintain strong, long-term relationships with clients.
• Serve as the point of escalation for client issues, ensuring timely resolution of issues.
• Communicate regularly with clients to gather feedback, identify opportunities for improvement, and ensure satisfaction.

Operational Efficiency:

• Oversee day-to-day operations of the CS team, ensuring all customer inquiries and issues are addressed in a timely and efficient manner.
• Identify areas for improvement/automations and implement process enhancements to increase operational efficiency.

Quality Assurance & Training:

• Regularly assess agent performance through audits, customer feedback, and performance metrics.
• Establish and enforce quality assurance standards to guarantee consistent, high-quality customer service.

Reporting & Analysis:

• Provide regular reports to senior management on team performance, customer feedback, and key metrics.
• Analyze data and feedback to identify trends, areas for improvement, and customer pain points.

Problem-Solving & Escalations:

• Serve as a key point of contact for raised customer/client issues and work to resolve complex or high-priority problems.
• Proactively identify potential customer service challenges and implement solutions to prevent issues from arising.

Requirements

• Proven experience in customer service or customer support management.
• Experience managing teams of agents, team leaders, and trainers is desired.
• Strong client relationship management experience.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong organizational and time management skills.
• Experience building AI solutions is desirable.
• A customer-centric approach focusing on improved customer happiness and operational efficiency.

The salary range for this role is USD 74,560 Annual

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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