Customer Service Manager

Job Summary

We are seeking an experienced and organized Customer Service Manager to oversee customer support operations and coordinate the activities of our customer service team. This role is responsible for monitoring service quality, supporting employee development, resolving escalated customer concerns, and identifying opportunities to improve operational efficiency.

The successful candidate will have strong leadership, communication, and problem-solving skills, along with the ability to analyze performance data and manage day-to-day service operations.

Key Responsibilities

- Team Leadership: Supervise and support customer service representatives, assign responsibilities, and provide guidance to help maintain consistent service standards.
- Service Improvement: Develop and implement procedures to improve response times, customer satisfaction, and the overall quality of support.
- Performance Monitoring: Review customer feedback, service reports, and operational metrics to identify trends and recommend improvements.
- Project Coordination: Organize and oversee initiatives related to staff training, workflow improvements, and customer service processes.
- Customer Communications: Monitor service requests across telephone, email, live chat, and social media channels to help ensure timely and professional responses.
- Escalation Management: Handle complex customer complaints, coordinate appropriate resolutions, and support staff in addressing challenging situations.
- Daily Operations: Coordinate staffing schedules, monitor workloads, and help ensure that customer inquiries are handled efficiently.
- Training and Development: Assist with onboarding, coaching, and ongoing training to support employee performance and consistency.
- Quality Assurance:



Review service interactions and operational procedures to identify areas where service quality or efficiency can be improved.
- Team Communication: Support effective communication within a diverse customer service team and help address the needs of customers from different backgrounds.

Qualifications and Skills

- Previous experience in customer service supervision, team leadership, or customer support management.
- Strong organizational skills and the ability to coordinate multiple tasks and projects.
- Excellent written and verbal communication skills.
- Ability to assess customer service data, identify trends, and make practical recommendations.
- Experience handling escalated complaints and resolving customer concerns professionally.
- Familiarity with customer relationship management (CRM) systems, service platforms, and reporting tools.
- Ability to coordinate schedules, monitor workflows, and support team performance.
- Strong judgment, conflict resolution, and decision-making skills.
- Skilled proficiency in English is required for the role.
- Spanish language proficiency is an asset for communicating with Spanish-speaking customers, where relevant to business needs.

Work Environment The Customer Service Manager will coordinate daily support activities, work closely with team members, and collaborate with other departments to address customer needs and maintain service standards. The role requires professionalism, accountability, effective communication, and the ability to manage operational priorities in a customer-focused environment.

Candidates should have experience or transferable skills that align with the management and customer support responsibilities outlined above.

Pay: $44,100.00-$98,100.00 per year

Benefits

- Dental care
- Flexible schedule
- On-site parking

Work Location: In person

📌 Customer Service Manager (London)
🏢 Canadian Online Trading
📍 London